Customer Success Manager - SMB (North America)

Openkrill; United States; Remote; USD 32,000 - 46,000; Full time

Benefits offered by this job

Work from anywhere

Birthday off

Work-from-home stipend

Parental leave

Job summary

Leap Tools is a remote-first company seeking a Customer Success Manager to manage post-onboarding life cycle for a book of SMB customers and drive health, retention, and expansion. You will partner with product, sales, and leadership to deliver best-in-class experiences and maintain precise records in our CS software.

You will actively engage with customers to understand priorities and promote the Roomvo Platform, while acting as their advocate within the organization.

Qualifications

• 1–2 years of experience in a B2B Customer Success role.
• Direct experience managing a book of business.
• Familiar with Salesforce and Google Workspace.
• Experience in SaaS.
• English language proficiency.
• Bonus: Fluency in French or Spanish.

Responsibilities

• Manage the post-onboarding customer lifecycle for a book of SMB customers.
• Be responsible for key metrics such as Customer Health, Retention, and Expansion.
• Become a trusted partner to your customers so you can better understand their needs and help them achieve their goals.
• Engage and share learnings across the wider Customer Success team.
• Serve as a key voice of our customers internally with teams such as product, sales, and leadership, and partner with other teams internally to drive best-in-class customer experiences.
• Maintain impeccable records in Customer Success software.
• Actively and routinely engage with your customers to assess their priorities, identifying opportunities to further promote the Roomvo Platform and ensure the full potential of service is realized.
• Be a customer advocate within our organization, documenting requests and issues as well as identifying areas we can improve for our customers

Skills

Customer success

Communication

Time management

C-suite engagement

Tools

Google Workspace

Salesforce

Job description

About us

At Leap Tools, we are building the world's most advanced solutions for the interior décor 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 preview products in your own room before you buy them. 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 you to do that through our proprietary cutting-edge 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: https://www.roomvo.com/rugdemo4r

About you

You take pride in exceeding expectations. You uncover needs by listening closely and asking perceptive questions. You also love technology. Your peers are impressed by your technical knowledge and know-how, which allows you to become their trusted advisor. You are not afraid to convince someone to change their mind and you recognize when you need to change yours. You are excited to take on new challenges and be part of something small that is growing into something big.

What You'll Do

• Manage the post-onboarding customer lifecycle for a book of SMB customers
• Be responsible for key metrics such as Customer Health, Retention, and Expansion
• Become a trusted partner to your customers so you can better understand their needs and help them achieve their goals
• Engage and share learnings across the wider Customer Success team
• Serve as a key voice of our customers internally with teams such as product, sales, and leadership, and partner with other teams internally to drive best-in-class customer experiences
• Maintain impeccable records in Customer Success software
• Actively and routinely engage with your customers to assess their priorities, identifying opportunities to further promote the Roomvo Platform and ensure the full potential of service is realized
• Be a customer advocate within our organization, documenting requests and issues as well as identifying areas we can improve for our customers

Requirements

• You have at least 1-2 years of experience in a B2B Customer Success role
• Direct experience managing a book of business
• You can quickly get familiar with and prioritize technically complex processes and tasks
• You are professional and comfortable engaging C-suite executives
• You can manage tight deadlines
• You are comfortable using Google Workspace and Salesforce
• You have excellent communication skills, both written and verbal
• You are well-organized and able to manage multiple competing priorities at all times
• Experience in SaaS is mandatory
• English language proficiency
• Bonus: Fluency in French or Spanish

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.
• 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!

AI in Recruitment

At Leap Tools, we leverage AI technology to enhance our recruitment process. These tools assist with tasks such as resume screening, sourcing prospective candidates, and to support administrative tasks for enhanced operational efficiency. Founders and senior leadership are directly involved in our recruitment process, and AI is never used to make the final hiring decision. We are committed to the responsible use of AI in our hiring practices.

Expected salary range, Ontario based: $45,000 - $65,000 + other benefits.

This is a net new position on the team.

Leap Tools is an equal opportunity employer committed to fostering an inclusive, equitable, and accessible environment. Accommodations are available on request for candidates taking part in all aspects of the interview process. If you require any accommodation, please contact us at [e-mail]

Our demo, in case you missed it: https://www.roomvo.com/rugdemo4r