Manager, Customer Success Team – Mid-Market
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Job Description
Customer Success Manager leading CSM teams, retention, and revenue growth for Leap Tools’ interior décor visualization technology. Coaching teams and solving customer challenges remotely across Canada.
Responsibilities:
- Grow a book of customers by leading a team of Customer Success Managers
- Use technical understanding to support the team in 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
- Represent customer needs to Product, Sales, and Leadership
- Create and document technical solutions in a central knowledge repository
- Partner with internal teams to deliver strong customer experiences
- Coach, train, and guide CSMs to 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 as days off
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