Manager of Customer Success Team
About the role
Who you are
- 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
- You have a strong account management and technical background and want to leverage your desire to build relationships
- You are on a mission to build a team of trusted advisor to customers and strive to ensure their success
- You are curious and interested in the details that enable business objectives for those we partner up with
- You want to make a big impact and take ownership of process improvements, as well as working directly with a team to implement them
- 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
- You are comfortable working in the Google Workspace (Google Sheets and Google Docs) and with Salesforce
- Bonus asset: Fluency in a second language
- 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
What the job involves
- Grow a book of customers by leading a team of Customer Success Managers
- Use your technical understanding to best support your team managing our customers
- Leverage your exceptional success and account manager experience
- Maintain a high customer retention rate
- Develop strategies to increase revenue retention and drive growth within our customer base
- Serve as the voice of our customers to our internal teams - including Product, Sales, and 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 to our customers
- Provide coaching, training, and guidance to ensure CSMs meet or exceed their performance goals
- Support CSMs and customers on escalations and challenging situations
- This is an existing vacancy on the team
The application process
- Now: You upload your resume and complete a brief questionnaire
- 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 the third interview
- Step 5: You meet one of the founders
Not the right fit? Search for Customer Success Team jobs in Canada
About Leap Tools
Our proprietary AR visualization platform removes the guesswork of choosing the right product. Together, we are changing the way people buy online and in stores - we deliver the solution that gets people clicking!
Leap Tools is proud to work alongside global billion-dollar companies who trust us to supercharge their retail operations every day. Our partners, use our technology to enhance their consumer experience by giving consumers the ability to instantly see their vision come to life. By providing a more delightful and confident purchase decision for consumers, our partners experience a significant boost in sales cycle productivity including:
● 5x increase in e-commerce conversion rates ● 10% increase in overall website transactions ● Reductions up to 30 days or more for in-store sales
At Leap Tools we focus on tackling the most challenging machine vision problems to provide our customers the tools they need to allow their customers to have their imagination realized.
Check us out at www.leaptools.com and www.roomvo.com
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Manager of Customer Success Team
About the role
Who you are
- 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
- You have a strong account management and technical background and want to leverage your desire to build relationships
- You are on a mission to build a team of trusted advisor to customers and strive to ensure their success
- You are curious and interested in the details that enable business objectives for those we partner up with
- You want to make a big impact and take ownership of process improvements, as well as working directly with a team to implement them
- 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
- You are comfortable working in the Google Workspace (Google Sheets and Google Docs) and with Salesforce
- Bonus asset: Fluency in a second language
- 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
What the job involves
- Grow a book of customers by leading a team of Customer Success Managers
- Use your technical understanding to best support your team managing our customers
- Leverage your exceptional success and account manager experience
- Maintain a high customer retention rate
- Develop strategies to increase revenue retention and drive growth within our customer base
- Serve as the voice of our customers to our internal teams - including Product, Sales, and 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 to our customers
- Provide coaching, training, and guidance to ensure CSMs meet or exceed their performance goals
- Support CSMs and customers on escalations and challenging situations
- This is an existing vacancy on the team
The application process
- Now: You upload your resume and complete a brief questionnaire
- 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 the third interview
- Step 5: You meet one of the founders
Not the right fit? Search for Customer Success Team jobs in Canada
About Leap Tools
Our proprietary AR visualization platform removes the guesswork of choosing the right product. Together, we are changing the way people buy online and in stores - we deliver the solution that gets people clicking!
Leap Tools is proud to work alongside global billion-dollar companies who trust us to supercharge their retail operations every day. Our partners, use our technology to enhance their consumer experience by giving consumers the ability to instantly see their vision come to life. By providing a more delightful and confident purchase decision for consumers, our partners experience a significant boost in sales cycle productivity including:
● 5x increase in e-commerce conversion rates ● 10% increase in overall website transactions ● Reductions up to 30 days or more for in-store sales
At Leap Tools we focus on tackling the most challenging machine vision problems to provide our customers the tools they need to allow their customers to have their imagination realized.
Check us out at www.leaptools.com and www.roomvo.com