Leads a mid-market account management team and grows customer relationships, retention, and revenue. Coaches Customer Success Managers, supports escalations, develops customer-growth strategies, documents technical solutions, analyzes data, and represents customer needs to Product, Sales, and Leadership. The role also drives process improvements and delivers strong customer experiences in a remote-first 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.
Similar Jobs
Artificial Intelligence • Cloud • Consumer Web • Productivity • Software • App development • Data Privacy
Own company-critical technical problems and long-term strategy across multiple organizations. Architect scalable customer-facing systems and platforms, remain hands-on in software development, influence senior product and engineering leaders, establish engineering standards, and drive responsible AI adoption in products and workflows. The role requires deep expertise in large-scale software systems, consumer products, distributed systems, and production ML and LLM applications.
Top Skills:
Agentic FrameworksAIConcurrencyDatabasesDistributed SystemsFrontend SystemsLlm ApisMachine LearningMobile SystemsSearch SystemsStorage Systems
Artificial Intelligence • Fintech • Hardware • Information Technology • Sales • Software • Transportation
Partners with Enterprise Account Executives to drive deal strategy, discovery, executive-level demonstrations, RFI/RFP responses, and complex solution sales. Translates customer challenges into measurable business outcomes, advises technical and business stakeholders, and develops competitive and product expertise. Collaborates with Product, Engineering, Customer Success, and Marketing while applying value-based selling and solutions engineering methodologies. Requires experience with APIs, integrations, technical solution design, and enterprise SaaS sales cycles.
Top Skills:
APIsHardwareIntegrationsSaaS
Big Data • Fintech • Mobile • Payments • Financial Services
Build and maintain customer identity and authentication services for registration, login, authorization, MFA, step-up authentication, and account lifecycle flows. Develop backend APIs in Python or Kotlin, integrate Okta, Auth0, and ForgeRock, write automated tests, participate in code reviews, deploy features, debug production services, improve reliability, and collaborate with engineering, product, and security teams under mentorship.
Top Skills:
APIsAuth0AuthenticationAuthorizationAutomated TestingDatabasesForgerockKotlinLogs And MetricsMfaOktaPythonVersion Control
What you need to know about the Ottawa Tech Scene
The capital city of Canada and the nation's fourth-largest urban area, Ottawa has proven a rapidly growing global tech hub. With over 1,800 tech companies, many of which are leaders in their sectors, the city's tech talent now makes up more than 13 percent of its total workforce. This growth is driven not only by the big players like UL Solutions and Dropbox, but also by a thriving startup ecosystem, as new businesses emerge to follow in the footsteps of those that came before them.
