Job Overview
Location
Canada
Job Type
Full-time
Category
Customer Success Manager
Date Posted
February 23, 2026
Full Job Description
đź“‹ Description
- • Leap Tools is seeking a dynamic and experienced Manager, Customer Success Team (Mid-Market) to lead a dedicated team of Customer Success Managers (CSMs) in nurturing and growing our valuable mid-market customer base. As a key leader within our organization, you will be instrumental in ensuring our customers achieve maximum value from our cutting-edge interior décor technology, fostering long-term partnerships, and driving sustainable revenue growth. This is an exceptional opportunity to make a significant impact within a rapidly expanding global tech company, recognized by Deloitte for its impressive growth trajectory.
- • In this pivotal role, you will be responsible for the overall success of your assigned book of customers. This involves providing strong leadership, strategic direction, and hands-on support to your team of CSMs. You will leverage your deep understanding of our product and the technical aspects of our solutions to empower your team to effectively address customer needs and challenges. Your expertise in account management will be crucial in maintaining high customer retention rates and identifying opportunities for expansion and upsell within the existing client portfolio.
- • A core aspect of your role will be to develop and implement innovative strategies aimed at enhancing customer retention and driving revenue growth. This requires a proactive approach to understanding customer business objectives and aligning our solutions to meet and exceed them. You will act as the primary advocate for our customers, serving as the crucial "voice of the customer" to internal departments, including Product, Sales, and Leadership. This feedback loop is vital for informing product development, sales strategies, and overall business direction.
- • You will play a significant role in building and maintaining a comprehensive knowledge base. This involves creating and documenting technical solutions to common customer problems, ensuring that your team and the wider organization have access to the resources needed for efficient and effective customer support. Collaboration with internal teams is paramount to delivering best-in-class customer experiences and creating "WOW" moments that solidify customer loyalty and advocacy.
- • Your leadership will extend to coaching, training, and mentoring your CSMs. You will set clear performance goals, monitor progress, and provide constructive feedback to ensure they meet and exceed their objectives. Furthermore, you will be the point of escalation for complex customer issues and challenging situations, stepping in to provide expert guidance and resolution to ensure customer satisfaction and retention.
- • This role demands a blend of strategic thinking, operational excellence, and a genuine passion for customer advocacy. You will be expected to analyze customer data to identify trends, risks, and opportunities, translating these insights into actionable strategies. Your ability to foster a collaborative and high-performing team environment, coupled with your comfort in utilizing tools like Google Workspace and Salesforce, will be key to your success.
- • Leap Tools operates as a remote-first company, valuing flexibility and productivity. We encourage our employees to work from locations where they feel most effective. Our culture is built on tight-knit teams, fostering an ownership mentality, and a deep appreciation for curiosity and meticulous attention to detail. We are driven by our achievements and our commitment to executing our promises with a sense of urgency. This role offers the flexibility to work from anywhere in the world for up to three months annually, supporting a healthy work-life balance.
- • We are committed to creating an inclusive and equitable environment. Leap Tools is an equal opportunity employer, and accommodations are available upon request for candidates throughout the hiring process. We believe in hiring humans, not just job descriptions, and encourage applications even if your experience doesn't perfectly align with every listed requirement. We are open to creating unique roles and compensation packages for exceptional talent.
🎯 Requirements
- • 5+ years of experience in customer success, account management, or a similar client-facing role, preferably within a SaaS environment.
- • Proven leadership and team management skills with a track record of developing and motivating high-performing teams.
- • Demonstrated success in driving customer satisfaction, retention, and revenue growth within a customer base.
- • Excellent communication (written and verbal), problem-solving, and interpersonal skills, with a strong ability to build and maintain relationships.
- • Ability to analyze data, identify trends, and translate insights into strategic recommendations for customer success and business growth.
- • Proficiency in Google Workspace (especially Google Sheets and Google Docs) and experience with CRM platforms like Salesforce.
🏖️ Benefits
- • Remote-first work environment with the flexibility to work from anywhere in the world for up to 3 months annually.
- • Comprehensive parental leave program to support growing families.
- • Work-from-home stipend to enhance your home office setup.
- • Paid time off for your birthday and the company's birthday.
- • Opportunity to work with a rapidly growing, innovative global tech company.
- • Be part of a culture that values curiosity, ownership, and a drive for achievement.
Skills & Technologies
Mid-level
Remote
About Gem
Gem is a talent acquisition platform designed to help companies streamline their hiring processes. It integrates with existing ATS systems to provide a unified view of candidates, enabling recruiters to manage outreach, track engagement, and collaborate more effectively. The platform focuses on improving candidate experience and recruiter productivity by automating repetitive tasks and providing data-driven insights into hiring funnels. Gem serves a variety of industries, empowering businesses to build stronger teams by optimizing their recruitment strategies and reducing time-to-hire.
