Team Lead, Customer Success (SMB) (Remote)

Leap Tools; Toronto; Remote; CAD 80,000 - 110,000; Full time

Job summary

A leading company in interior decor technology is seeking a Customer Success Manager who will lead teams and foster customer relationships. The ideal candidate will have over 5 years of experience in customer success, a strong leadership capability, and a passion for helping clients achieve their goals. This role offers flexibility of remote work and a dynamic workplace culture focused on collaboration and success.

Benefits

Generous time off

Work-from-home stipend

Parental leave program

Birthday day off

Remote-first company

Qualifications

• 5+ years of experience in customer success or account management.
• Proven track record of driving customer satisfaction and retention.
• Fluency in a second language is a bonus asset.

Responsibilities

• Grow a book of customers and manage key accounts directly.
• Support customers using your technical understanding.
• Develop strategies for revenue retention and drive growth.

Skills

Leadership

Customer Satisfaction

Communication

Problem-Solving

Relationship-Building

Analytical Skills

Tools

Salesforce

Google Workspace

Job description

At Leap Tools, we are building the world's most advanced solutions for the interior dcor industry. With customers in 80+ countries, our clientele includes Fortune 500 companies such as Home Depot, local retailers such as Alexanian's, and everything in between. We have been recognized as one of the fastest-growing tech companies by Deloitte for multiple years in a row, and we are looking for ambitious challenge-seekers to fuel our momentum and help us create an iconic global tech company.

About our product

Our technology lets you see products in your own room before you buy. Imagine you want to redesign your home and have been searching for new tiles for your kitchen, or a new rug for your living room. You definitely want to make sure it will look good in your space. We enable that through cutting-edge computer vision technology, presented in an extraordinarily simple and accessible way. Try our rug demo now! Simply upload a picture of your room using your mobile phone, and slide the rug under your coffee table : ...

About you

You have a strong technical background and want to leverage your desire to build relationships. You are on a mission to be a trusted advisor to customers and strive to ensure their success. You are curious and interested in the details that enable business objectives for those we partner up with. You want to make a big impact and take ownership of process improvements, as well as working directly with a team to implement them. Watching people achieve their goals through your dedication fills you with passion.

What You'll Do

• Grow a book of customers by leading a team of Customer Success Managers, as well as by managing key customers directly
• Use your technical understanding to best support our customers
• Leverage your exceptional success and account manager experience
• Maintain a high customer retention rate.
• Develop scalable 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

Requirements

• 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

About our culture

• We're a remote-first company that encourages our employees to work from where they're most productive.
• We work in tight-knit teams to cultivate an ownership mentality.
• We cherish curiosity and an obsession for details because we know these details are invaluable over the long run.
• We're hyper-focused on our achievements and our ability to execute our promises. We act with urgency.
• We value work-life balance by offering generous time off
• Work anywhere in the world for up to 3 months!
• We value families, by offering a parental leave program
• We offer a work-from-home stipend
• Your birthday (and our company's birthday) is a day off!

About our hiring process

Now : You upload your resume and complete a brief questionnaire.

Step 1 : We arrange a video call with you to assess your abilities. Complete a take-home assessment.

Step 2 : You attend the second video interview soon after.