[Hiring] Customer Success Team Manager @Leap Tools

Role Description

As a leader in our Customer Success team, 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

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.