The Role
The Customer Success Manager will manage mid-market customer relationships, focusing on retention and expansion while acting as a customer advocate and internal liaison.
Summary Generated by Built In
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 take pride in exceeding expectations. You uncover needs by listening closely and asking perceptive questions. You also love technology. Your peers are impressed by your technical knowledge and know-how, which allows you to become their trusted advisor. You are not afraid to convince someone to change their mind and you recognize when you need to change yours. You are excited to take on new challenges and be part of something small that is growing into something big. Second language fluency is an asset.
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
- Manage the customer life cycle for our mid-size strategic customers
- Be responsible for key metrics such as Customer Health, Retention, and Expansion
- Become a trusted partner to your customers so you can better understand their needs and help them achieve their goals
- Engage as a mentor across the wider Customer Success team
- Serve as a key voice of our customers to our internal teams - including Product, Sales, and Leadership - and partner with other internal teams to drive best-in-class customer experiences
- Maintain impeccable records in our Customer Success software
- Actively and routinely engage with your customers to assess their priorities, identifying opportunities to further promote the Roomvo Platform and ensuring full potential of service is realized
- Be a customer advocate within our organization, documenting requests and issues as well as identifying areas we can improve for our customers
Requirements
- You have at least 1 year of experience in a Customer Success or Account Management role
- You have direct experience working with Enterprise customers and managing a book of business
- You can quickly learn and prioritize technically complex processes and tasks
- You are professional and comfortable engaging C-suite executives
- You can manage tight deadlines (but you can control much of your own schedule)
- You are comfortable in the Google Workspace (including using spreadsheets and Google Docs), and with Salesforce
- You have clear communication skills, both written and verbal
- Experience in SaaS is a plus
- Bonus asset: Fluency in French
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: Complete a take-home assessment
Step 3: You attend the second video interview
Step 4: You attend the third video 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: $65,000 - $85,000 + 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.
Skills Required
- At least 1 year of experience in a Customer Success or Account Management role
- Direct experience working with Enterprise customers
- Comfortable engaging C-suite executives
- Familiarity with Google Workspace and Salesforce
- Clear communication skills, both written and verbal
- Experience in SaaS is a plus
- Fluency in French is a bonus asset
Am I A Good Fit?
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The Company
What We Do
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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