Customer Success Manager (SMB) - North America

leap-tools | Interior décor technology

2h 16m ago

Remote In-Country

Full Time

Canada

45k - 65k CAD/yr≈ $32.6k - $47.1k USD/yr

About us

At Leap Tools, we are building the world's most advanced solutions for the interior décor industry. With customers in 80+ countries, our clientele includes Fortune 500 companies such as Home Depot, local retailers such as Alexanian's, and everything in between. We have been recognized as one of the fastest-growing tech companies by Deloitte for multiple years in a row, and we are looking for ambitious challenge-seekers to fuel our momentum and help us create an iconic global tech company.

About our product

Our technology lets you preview products in your own room before you buy them. Imagine you want to redesign your home and have been searching for new tiles for your kitchen, or a new rug for your living room. You definitely want to make sure it will look good in your space. We enable you to do that through our proprietary cutting-edge technology, presented in an extraordinarily simple and accessible way. Try our rug demo now! Simply upload a picture of your room using your mobile phone, and slide the rug under your coffee table:

About you

You take pride in exceeding expectations. You uncover needs by listening closely and asking perceptive questions. You also love technology. Your peers are impressed by your technical knowledge and know-how, which allows you to become their trusted advisor. You are not afraid to convince someone to change their mind and you recognize when you need to change yours. You are excited to take on new challenges and be part of something small that is growing into something big.

We hire humans, not job descriptions. You should apply even if this role and salary range don't align with your experience. We’re happy to create unique roles and compensation for the right talent.

What You'll Do

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

Requirements

You have at least 1-2 years of experience in a B2B Customer Success role
Direct experience managing a book of business
You can quickly get familiar with and prioritize technically complex processes and tasks
You are professional and comfortable engaging C-suite executives
You can manage tight deadlines
You are comfortable using Google Workspace and Salesforce
You have excellent communication skills, both written and verbal
You are well-organized and able to manage multiple competing priorities at all times
Experience in SaaS is mandatory
English language proficiency
Bonus: Fluency in French or Spanish

About our culture

We're a remote-first company that encourages our employees to work from where they're most productive.
We work in tight-knit teams to cultivate an ownership mentality.
We cherish curiosity and an obsession for details because we know these details are invaluable over the long run.
We're hyper-focused on our achievements and our ability to execute our promises. We act with urgency.
Work anywhere in the world for up to 3 months!
We value families, by offering a parental leave program
We offer a work-from-home stipend
Your birthday (and our company's birthday) is a day off!

About our hiring process

Now: You upload your resume and if you are selected, a brief video application will be sent to you!

Step 1: We arrange a video call with you to assess your abilities.

Step 2: Complete a take-home assessment.

Step 3: You attend the second video interview soon after.

Step 4: You attend a third interview.

Step 5: You meet one of the Founders.

Step 6: You receive an offer.

AI in Recruitment - At Leap Tools, we leverage AI technology to enhance our recruitment process. These tools assist with tasks such as resume screening, sourcing prospective candidates, and to support administrative tasks for enhanced operational efficiency. Founders and senior leadership are directly involved in our recruitment process, and AI is never used to make the final hiring decision. We are committed to the responsible use of AI in our hiring practices.

Expected salary range, Ontario based: $45,000 - $65,000 + other benefits.

We value exceptional talent above all else. If your expectations or seniority sit outside the stated range, you should still apply. We can scale roles and compensation to match your unique situation.

This is a net new position on the team.

Take the Leap. Apply now.

Our demo, in case you missed it:

You should apply to this job even if you don't fit this role perfectly because we can create a new role for you with corresponding compensation.

Required Skills

salesforcegoogle_suite

Required Languages

🇬🇧 English