Customer Success Manager – SMB
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Job Description
Customer Success Manager managing SMB retention, expansion, and customer health for Leap Tools’ interior décor visualization platform. Remote role serving customers across North America.
Responsibilities:
- Manage the post-onboarding customer lifecycle for a book of SMB customers
- Own metrics including Customer Health, Retention, and Expansion
- Become a trusted partner to customers, understand their needs, and help them achieve their goals
- Engage with and share learnings across the Customer Success team
- Represent customer needs internally with product, sales, leadership, and other teams
- Maintain accurate records in Customer Success software
- Routinely engage customers to assess priorities, identify opportunities to promote the Roomvo Platform, and maximize service value
- Advocate for customers by documenting requests and issues and identifying improvement areas
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
- Comfortable engaging C-suite executives
- Ability to manage tight deadlines
- Comfortable using Google Workspace and Salesforce
- Excellent written and verbal communication skills
- Well-organized and able to manage multiple competing priorities
- SaaS experience is mandatory
- English language proficiency
- Bonus: Fluency in French or Spanish
Benefits:
- Remote-first work arrangement
- Work anywhere in the world for up to 3 months
- Parental leave program
- Work-from-home stipend
- Birthday and company birthday as days off
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