Manager, Account Management Team – Mid-Market
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Job Description
Leading Customer Success Managers, retention, and revenue growth for Leap Tools’ interior décor visualization technology. Coaching teams and improving customer experiences.
Responsibilities:
- Grow a book of customers by leading a team of Customer Success Managers
- Use technical understanding to support the team managing customers
- Leverage success and account management 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 customers to Product, Sales, and Leadership
- Create and document technical solutions to customer problems in a central repository
- Partner with internal teams to drive best-in-class customer experiences and WOW moments
- Provide coaching, training, and guidance to help CSMs meet or exceed performance goals
- Support CSMs and customers with escalations and challenging situations
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 written and verbal communication, problem-solving, and relationship-building skills
- Ability to analyze data and make strategic recommendations
- Comfortable working in Google Workspace, including Google Sheets and Google Docs
- Comfortable working with Salesforce
- Fluency in a second language is a bonus asset
Benefits:
- Quarterly bonus
- 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 paid days off
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