[Remote] Customer Success Manager (SMB) - North America

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.ResponsibilitiesManage the post-onboarding customer lifecycle for a book of SMB customersBe responsible for key metrics such as Customer Health, Retention, and ExpansionBecome a trusted partner to your customers so you can better understand their needs and help them achieve their goalsEngage and share learnings across the wider Customer Success teamServe 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 experiencesMaintain impeccable records in Customer Success softwareActively 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 realizedBe a customer advocate within our organization, documenting requests and issues as well as identifying areas we can improve for our customersSkillsYou have at least 1-2 years of experience in a B2B Customer Success roleDirect experience managing a book of businessYou can quickly get familiar with and prioritize technically complex processes and tasksYou are professional and comfortable engaging C-suite executivesYou can manage tight deadlinesYou are comfortable using Google Workspace and SalesforceYou have excellent communication skills, both written and verbalYou are well-organized and able to manage multiple competing priorities at all timesExperience in SaaS is mandatoryEnglish language proficiencyBonus: Fluency in French or SpanishBenefitsWork-from-home stipendParental leave programYour birthday (and our company's birthday) is a day off!Company OverviewLeap 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/.



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