Enterprise Customer Success Manager

, , Canada

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. Second language fluency is an asset.

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.

What You'll Do

Manage the customer life cycle for our largest 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 Enterprise 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

Requirements

You have at least 3 years 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 a SaaS a plus

Bonus asset: Fluency in a second language

About our culture

We work in tight-knit teams to maximize speed and cultivate an ownership mentality .

We cherish curiosity and an obsession for details because we know these details are invaluable over the long run .

We promote an environment where ideas are challenged. The best ideas win!

We're hyperfocused on our achievements and our ability to execute on our promises. We act with urgency.

It's not always about us. We give back to our community to ensure it can grow.

We love to compete and have fun. Our game nights are legendary.

About our products

Our technology lets you see products in your own room before you buy.

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 that through cutting-edge computer vision 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 our results

Our customers see a 5x increase in e-commerce conversion rates and a

dramatic decrease in the time it takes for their customers to make a

purchase decision. We are also reducing the world’s carbon footprint by

eliminating trips to the store and avoiding product returns, while also

saving marriages -- now you can be sure you’re buying the right product

for your home.

About our office and remote work

We are located in downtown Toronto with nearby access to both of the main subway lines. Currently, we are all working from home; we encourage our teams to work from wherever they are most productive, and many of us will continue to work from home in the future, either full-time or partially. While we're all working remotely, we’ve come up with a few ways to keep everyone on the same page, including a quick company-wide check-in every Monday, remote coffee breaks on Fridays, and ad hoc topical sharing sessions. Another big upside is you get to be around your pets and plants (if you have them).

About our hiring process

Now: You upload your resume and complete a brief questionnaire.

Week 1: We arrange a video call with you to assess your abilities.

Week 2 or 3: You attend the second video interview soon after.

Week 3 or 4: You meet one of the founders.

Week 4 or 5: You receive an offer.

Take the Leap. Apply now.

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

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