[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.
• 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.
• Identify 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.
• Identify 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.

Requirements

• Remote-first company that encourages employees to work from where they're most productive.
• Tight-knit teams to cultivate an ownership mentality.
• Curiosity and an obsession for details are cherished.
• Hyper-focused on achievements and ability to execute promises.
• Work anywhere in the world for up to 3 months!
• Parental leave program available.
• Work-from-home stipend offered.
• Your birthday (and our company's birthday) is a day off!

Benefits

• Expected salary range, Ontario based: $45,000 - $65,000 + other benefits.
• Exceptional talent valued above all else; roles and compensation can be scaled to match unique situations.

Company Description

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 [email protected].