Manager, Customer Success Team (Mid-Market)

<div><strong style="background-color: transparent;">About us</strong></div><div><span style="background-color: transparent;">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.</span></div><div><br></div><div><strong style="background-color: transparent;">About our product</strong></div><div><span style="background-color: transparent;">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:</span><a href="https://www.roomvo.com/rugdemo4r" rel="noopener noreferrer" target="_blank" style="background-color: transparent;"> https://www.roomvo.com/rugdemo4r</a></div><div><br></div><div><strong style="background-color: transparent; color: rgb(0, 0, 0);">About You</strong></div><div><span style="background-color: transparent; color: rgb(0, 0, 0);">You have a strong account management and technical background and want to leverage your desire to build relationships. You are on a mission to build a team of trusted advisor to customers and strive to ensure their success. You are curious and interested in the details that enable business objectives for those we partner up with. You want to make a big impact and take ownership of process improvements, as well as working directly with a team to implement them. </span></div><div><br></div><div><span style="color: rgb(51, 51, 51);">We hire humans, not job descriptions. You should apply even if this role and salary range don't align with your experience. We’re happy to create unique roles and compensation for the right talent.</span></div><div><br></div><div><strong style="background-color: transparent; color: rgb(0, 0, 0);">What You'll Do:</strong></div><ul><li class=""><span style="background-color: transparent; color: rgb(0, 0, 0);">Grow a book of customers by leading a team of Customer Success Managers</span></li><li class=""><span style="background-color: transparent; color: rgb(0, 0, 0);">Use your technical understanding to best support your team managing our customers</span></li><li class=""><span style="background-color: transparent; color: rgb(0, 0, 0);">Leverage your exceptional success and account manager experience</span></li><li class=""><span style="background-color: transparent; color: rgb(0, 0, 0);">Maintain a high customer retention rate.</span></li><li class=""><span style="background-color: transparent; color: rgb(0, 0, 0);">Develop strategies to increase revenue retention and drive growth within our customer base</span></li><li class=""><span style="background-color: transparent; color: rgb(0, 0, 0);">Serve as the voice of our customers to our internal teams - including Product, Sales, and Leadership</span></li><li class=""><span style="background-color: transparent; color: rgb(0, 0, 0);">Create and document knowledge in a central repository of technical solutions to customer problems</span></li><li class=""><span style="background-color: transparent; color: rgb(0, 0, 0);">Partner with internal teams to drive best-in-class customer experiences and WOW moments to our customers</span></li><li class=""><span style="background-color: transparent; color: rgb(0, 0, 0);">Provide coaching, training, and guidance to ensure CSMs meet or exceed their performance goals</span></li><li class=""><span style="background-color: transparent; color: rgb(0, 0, 0);">Support CSMs and customers on escalations and challenging situations</span></li></ul><div><br></div><div><strong style="background-color: transparent; color: rgb(0, 0, 0);">Requirements:</strong></div><ul><li class=""><span style="background-color: transparent; color: rgb(0, 0, 0);">5+ years of experience in customer success, account management, or a similar role, ideally within a SaaS environment</span></li><li class=""><span style="background-color: transparent; color: rgb(0, 0, 0);">Strong leadership and team management skills</span></li><li class=""><span style="background-color: transparent; color: rgb(0, 0, 0);">Proven track record of driving customer satisfaction, retention, and revenue growth</span></li><li class=""><span style="background-color: transparent; color: rgb(0, 0, 0);">Excellent communication (written and verbal), problem-solving, and relationship-building skills</span></li><li class=""><span style="background-color: transparent; color: rgb(0, 0, 0);">Ability to analyze data and make strategic recommendations</span></li><li class=""><span style="background-color: transparent; color: rgb(0, 0, 0);">You are comfortable working in the Google Workspace (Google Sheets and Google Docs) and with Salesforce</span></li><li class=""><span style="background-color: transparent; color: rgb(0, 0, 0);">Bonus asset: Fluency in a second language</span></li></ul><div><br></div><div><strong style="background-color: transparent;">About our culture</strong></div><ul><li class=""><span style="background-color: transparent;">We're a remote-first company that encourages our employees to work from where they're most productive.</span></li><li class=""><span style="background-color: transparent;">We work in tight-knit teams to cultivate an ownership mentality.</span></li><li class=""><span style="background-color: transparent;">We cherish curiosity and an obsession for details because we know these details are invaluable over the long run.</span></li><li class=""><span style="background-color: transparent;">We're hyper-focused on our achievements and our ability to execute our promises. We act with urgency.</span></li><li class=""><span style="background-color: transparent;">Work anywhere in the world for up to 3 months!</span></li><li class=""><span style="background-color: transparent;">We value families, by offering a parental leave program</span></li><li class=""><span style="background-color: transparent;">We offer a work-from-home stipend</span></li><li class=""><span style="background-color: transparent;">Your birthday (and our company's birthday) is a day off!</span></li></ul><div><br></div><div><strong>About our hiring process</strong></div><div>Now: You upload your resume and complete a brief questionnaire.</div><div>Step 1: We arrange a video call with you to assess your abilities. </div><div>Step 2: Complete a take-home assessment.</div><div>Step 3: You attend the second video interview soon after</div><div>Step 4: You attend the third interview</div><div>Step 5: You meet one of the founders.</div><div><br></div><div><span style="background-color: transparent;">AI in Recruitment</span><strong style="background-color: transparent;"> </strong><span style="background-color: transparent;">- 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.</span></div><div><br></div><div><span style="background-color: transparent;">Expected salary range, Ontario based: </span>$90,000 - $100,000<span style="background-color: transparent;"> + quarterly bonus + other benefits.</span></div><div><br></div><div><span style="background-color: transparent;">We value exceptional talent above all else. If your expectations or seniority sit outside the stated range, you should still apply. We can scale roles and compensation to match your unique situation.</span></div><div><br></div><div>This is an existing vacancy on the team.</div><div><br></div><div><span style="background-color: transparent;">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 </span><a href="mailto:ta@leaptools.com" rel="noopener noreferrer" target="_blank">ta@leaptools.com</a></div><div><br></div><div>Take the Leap. Apply now.</div><div>Our demo, in case you missed it: <a href="https://www.roomvo.com/rugdemo4r" rel="noopener noreferrer" target="_blank">https://www.roomvo.com/rugdemo4r</a></div><div><br></div><div><span style="background-color: transparent;">You should apply to this job even if you don't fit this role perfectly because we can create a new role for you with corresponding compensation.</span></div>