Customer Success Manager (SMB) - North America

Leap Tools•Canada - Remote,

4d•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 recognized as one of the fastest-growing tech companies and are seeking ambitious individuals to join our team. This role involves managing the post-onboarding customer lifecycle for a book of Small and Medium-sized Business (SMB) customers in North America, focusing on key metrics like Customer Health, Retention, and Expansion. The ideal candidate will become a trusted partner to customers, understand their needs, help them achieve their goals, and serve as a voice of the customer internally to product, sales, and leadership teams. The role requires maintaining records in Customer Success software and actively engaging with customers to identify opportunities for platform promotion and ensure full service potential is realized. The Customer Success Manager will also act as a customer advocate within the organization, documenting requests and issues, and identifying areas for improvement.

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