Remote Head of Customer Success & Growth

Leap Tools Inc.; Canada; Remote; CAD 100,000 - 125,000; Full time

Benefits offered by this job

Remote‑first culture

Work from home stipend

Birthday off

Job summary

Leap Tools is seeking a seasoned Customer Success leader to grow and empower a global team of Customer Success Managers. You will guide customer relationships, leverage your technical know‑how, and drive retention and revenue growth across a diverse SaaS portfolio.

You will collaborate with Product, Sales, and Leadership to translate customer feedback into strategic improvements, mentor teams, and deliver WOW moments.

Qualifications

• 5+ years of experience in customer success, account management, or a similar role, ideally within a SaaS environment.
• Strong leadership and team management skills.
• Proven track record of driving customer satisfaction, retention, and revenue growth.
• Excellent communication (written and verbal), problem-solving, and relationship-building skills.
• Ability to analyze data and make strategic recommendations.
• You are comfortable working in the Google Workspace (Google Sheets and Google Docs) and with Salesforce.
• Bonus asset: Fluency in a second language.

Responsibilities

• Grow a book of customers by leading a team of Customer Success Managers.
• Use your technical understanding to best support your team managing our customers.
• Leverage your exceptional success and account manager experience.
• Maintain a high customer retention rate.
• Develop strategies to increase revenue retention and drive growth within our customer base.
• Serve as the voice of our customers to our internal teams - including Product, Sales, and Leadership.
• Create and document knowledge in a central repository of technical solutions to customer problems.
• Partner with internal teams to drive best-in-class customer experiences and WOW moments to our customers.
• Provide coaching, training, and guidance to ensure CSMs meet or exceed their performance goals.
• Support CSMs and customers on escalations and challenging situations.

Skills

Leadership & team management

Customer success / account management

Communication skills

Data analysis

Relationship-building

Problem-solving

Strategic thinking

Tools

Google Workspace

Salesforce

Job description

Leap Tools is seeking a seasoned Customer Success leader to grow and empower a global team of Customer Success Managers. You will guide customer relationships, leverage your technical know‑how, and drive retention and revenue growth across a diverse SaaS portfolio.

You will collaborate with Product, Sales, and Leadership to translate customer feedback into strategic improvements, mentor teams, and deliver WOW moments.