Manager, Account Management Team (Mid-Market)

Leap Tools•Canada - Remote,

2d•CA$90,000 - CA$115,000•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 and help us create an iconic global tech company. This role involves leading a team of Customer Success Managers (CSMs) to grow a book of customers, maintain high retention rates, and drive revenue growth. The ideal candidate will have a strong account management and technical background, a desire to build relationships, and a passion for ensuring customer success. You will act as a trusted advisor, be curious about customer business objectives, and take ownership of process improvements. We encourage applications even if your experience doesn't perfectly align with the stated requirements, as we are open to creating unique roles and compensation packages for the right talent.

Requirements

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
Comfortable working in the Google Workspace (Google Sheets and Google Docs) and with Salesforce

Nice To Haves

Fluency in a second language

Responsibilities

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