Customer Success Manager (SMB) - North America

Leap Tools•Canada - Remote,

7h•CA$45,000 - CA$65,000•Remote

About The Position

At Leap Tools, we are building the world's most advanced solutions for the interior décor industry. Our technology allows customers to preview products in their own rooms before purchasing. We are a fast-growing tech company recognized by Deloitte and are seeking ambitious individuals to join our team. This is a net new position on the team. We are a remote-first company that encourages employees to work from where they are most productive. We work in tight-knit teams, value curiosity and an obsession for details, and are hyper-focused on achievements and execution. We offer the flexibility to work anywhere in the world for up to 3 months, parental leave, a work-from-home stipend, and your birthday off. We leverage AI technology to enhance our recruitment process, but AI is never used to make the final hiring decision. Leap Tools is an equal opportunity employer committed to fostering an inclusive, equitable, and accessible environment.

Requirements

At least 1-2 years of experience in a B2B Customer Success role
Direct experience managing a book of business
Ability to quickly get familiar with and prioritize technically complex processes and tasks
Professional and comfortable engaging C-suite executives
Ability to manage tight deadlines
Comfortable using Google Workspace and Salesforce
Excellent communication skills, both written and verbal
Well-organized and able to manage multiple competing priorities at all times
Experience in SaaS is mandatory
English language proficiency

Nice To Haves

Fluency in French or Spanish

Responsibilities

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 so you can 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