[Hiring] Manager, Account Management Team @Leap Tools

Role Description

As a leader in customer success, you will:

• 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.

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.

Benefits

• Remote-first company that encourages employees to work from where they're most productive.
• Tight-knit teams to cultivate an ownership mentality.
• Focus on curiosity and attention to detail.
• Work anywhere in the world for up to 3 months.
• Parental leave program.
• Work-from-home stipend.
• Your birthday (and our company's birthday) is a day off!

Company Description

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.