[Hiring] Customer Success Manager @Leap Tools

Role Description

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 to 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.

Qualifications

• 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.

Benefits

• 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!

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.