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Customer Success Manager (Mid-Market)
Leap Tools
CanadaRemote2w ago
- Employment
- Full-time
About the role
- 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
- 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
- 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!
Perks & benefits
- Home Office Budget
- No Whiteboard
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