Leads a team of Customer Success Managers serving mid-market customers. Responsibilities include growing and retaining accounts, increasing revenue retention, supporting escalations, coaching team members, documenting technical solutions, improving customer experiences, and partnering with Product, Sales, and Leadership. The role requires strong account management, technical understanding, data analysis, communication, and team leadership skills in a SaaS environment.
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: https://www.roomvo.com/rugdemo4r
About You
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.
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:
- 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
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 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
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 complete a brief questionnaire.
Step 1: We arrange a video call with you to assess your abilities.
Step 2: You attend the second video interview soon after
Step 3: Complete a take-home assessment.
Step 4: You attend the third interview
Step 5: You meet one of the founders.
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: $100,000 - $125,000 + quarterly bonus + 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 an existing vacancy on the team.
Leap Tools is an equal opportunity employer committed to fostering an inclusive, equitable, and accessible environment. Accommodations are available on request for candidates taking part in all aspects of the interview process. If you require any accommodation, please contact us at [email protected]
Take the Leap. Apply now.
Our demo, in case you missed it: https://www.roomvo.com/rugdemo4r
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.
Leap Tools Calgary, Alberta, CAN Office
Calgary, AB, Canada
Similar Jobs
Big Data • Fintech • Mobile • Payments • Financial Services
Own and improve leadership development programs for aspiring, first-time, and newly hired people leaders. Design scalable learning journeys, workshops, peer communities, coaching, assessments, and practical leadership resources. Partner with People teams to connect development with hiring, onboarding, promotions, and growth. Use data, feedback, and emerging technologies to measure impact and continuously improve programs while managing vendors, communications, resources, and budgets.
Top Skills:
Ai Tools
Cloud • Fintech • Food • Information Technology • Software • Hospitality
Prospect restaurants, manage the full sales cycle, conduct product demonstrations, develop customized solutions, negotiate with decision-makers, and close new accounts across the North York/North Toronto territory. The role requires maintaining sales activity in Salesforce, collaborating with internal teams to ensure successful delivery, analyzing competitors, and meeting sales goals. This is a field-based position requiring local residency or relocation and reliable transportation.
Top Skills:
CRMSalesforce
38 Minutes Ago
Artificial Intelligence • Healthtech • Machine Learning • Natural Language Processing • Biotech • Pharmaceutical
Promotes Pfizer specialty care and internal medicine products to healthcare professionals across Montérégie. The representative manages territory sales objectives, develops business plans, builds customer relationships, conducts face-to-face and virtual engagements, coordinates continuing medical education programs and congress activities, reports adverse events and product complaints, and maintains company assets. The role requires pharmaceutical sales expertise, bilingual French and English communication, digital and AI tool proficiency, regulatory compliance, and a valid driver’s license.
Top Skills:
Artificial IntelligenceComputer SoftwareDigital ToolsMicrosoft Copilot
What you need to know about the Calgary Tech Scene
Employees can spend up to one-third of their life at work, so choosing the right company is crucial, not just for the job itself but for the company culture as well. While startups often offer dynamic culture and growth opportunities, large corporations provide benefits like career development and networking, especially appealing to recent graduates. Fortunately, Calgary stands out as a hub for both, recognized as one of Startup Genome's Top 100 Emerging Ecosystems, while also playing host to a number of multinational enterprises. In Calgary, job seekers can find a wide range of opportunities.
