Note: The job is a remote job and is open to candidates in USA. Leap Tools is building advanced solutions for the interior décor industry, serving a diverse clientele including Fortune 500 companies. The Customer Success Manager (SMB) will manage the post-onboarding lifecycle for SMB customers, ensuring customer satisfaction and retention while advocating for their needs internally.
Responsibilities
- Manage the post-onboarding customer lifecycle for a book of SMB 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 and share learnings across the wider Customer Success team
- Serve as a key voice of our customers internally with teams such as product, sales, and leadership, and partner with other teams internally to drive best-in-class customer experiences
- Maintain impeccable records in Customer Success software
- Actively and routinely engage with your customers to assess their priorities, identifying opportunities to further promote the Roomvo Platform and ensure the 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
Skills
- You have at least 1-2 years of experience in a B2B Customer Success role
- Direct experience managing a book of business
- You can quickly get familiar with and prioritize technically complex processes and tasks
- You are professional and comfortable engaging C-suite executives
- You can manage tight deadlines
- You are comfortable using Google Workspace and Salesforce
- You have excellent communication skills, both written and verbal
- You are well-organized and able to manage multiple competing priorities at all times
- Experience in SaaS is mandatory
- English language proficiency
- Bonus: Fluency in French or Spanish
Benefits
- Work-from-home stipend
- Parental leave program
- Your birthday (and our company's birthday) is a day off!
Company Overview
Leap Tools Inc. is working at the cutting edge of augmented reality (AR) and machine vision technologies. It was founded in 2009, and is headquartered in Toronto, Ontario, CAN, with a workforce of 201-500 employees. Its website is http://www.leaptools.com/.