Customer Success Manager (Mid-Market)

Leap Tools•Quebec, QC

8h•CA$65,000 - CA$85,000•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 customer lifecycle for mid-size strategic customers, focusing on key metrics like Customer Health, Retention, and Expansion. The ideal candidate will become a trusted partner to customers, understand their needs, and help them achieve their goals. This position also involves mentoring the Customer Success team and acting as a liaison between customers and internal teams (Product, Sales, Leadership) to ensure best-in-class customer experiences. Responsibilities include maintaining accurate records in Customer Success software, actively engaging with customers to identify opportunities for platform promotion, and advocating for customers internally by documenting requests and identifying areas for improvement.

Requirements

At least 1 year of experience in a Customer Success or Account Management role
Direct experience working with Enterprise customers and managing a book of business
Ability to quickly learn and prioritize technically complex processes and tasks
Professional and comfortable engaging C-suite executives
Ability to manage tight deadlines (while having control over much of your own schedule)
Comfortable in the Google Workspace (including using spreadsheets and Google Docs), and with Salesforce
Clear communication skills, both written and verbal

Nice To Haves

Second language fluency is an asset
Experience in SaaS is a plus
Fluency in French

Responsibilities

Manage the customer life cycle for our mid-size strategic 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 as a mentor across the wider Customer Success team
Serve as a key voice of our customers to our internal teams - including Product, Sales, and Leadership - and partner with other internal teams to drive best-in-class customer experiences
Maintain impeccable records in our Customer Success software
Actively and routinely engage with your customers to assess their priorities, identifying opportunities to further promote the Roomvo Platform and ensuring 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