Manager, Customer Success Team (Mid-Market)
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 role involves leading a team of Customer Success Managers (CSMs) to ensure customer success, 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 to customers, identify opportunities for process improvements, and work directly with a team to implement them. We encourage applications even if your experience doesn't perfectly match the description, as we are open to creating unique roles and compensation packages for the right talent. This is an existing vacancy on the team.
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 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 technical understanding to best support the team managing customers
- Leverage exceptional success and account manager experience
- Maintain a high customer retention rate
- Develop strategies to increase revenue retention and drive growth within the customer base
- Serve as the voice of the customers to internal teams (Product, Sales, 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
- Provide coaching, training, and guidance to ensure CSMs meet or exceed performance goals
- Support CSMs and customers on escalations and challenging situations
Benefits
- Quarterly bonus
- Parental leave program
- Work-from-home stipend
- Birthday off (employee's and company's)
- Work anywhere in the world for up to 3 months
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
