Customer Success Manager (SMB) - North America (French or Spanish Fluency)

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 [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.

• 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 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

Requirements

• 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

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 if you are selected, a brief video application
• will be sent to you!
• 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 soon after.
• Step 4: You attend a third interview.
• Step 5: You meet one of the Founders.
• Step 6: You receive an offer.

• 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: $45,000 - $65,000 + 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 a net new position 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 ta@leaptools.com

Take the Leap. Apply now.

• Our demo, in case you missed it: https://www.roomvo.com/rugdemo4r
• [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.