Job Overview
Location
Canada - Remote
Job Type
Full-time
Category
Software Engineering
Date Posted
June 6, 2026
Full Job Description
đź“‹ Description
- • Lead and grow a team of Customer Success Managers focused on mid-market customers within a SaaS environment.
- • Drive customer retention and revenue growth by developing and executing strategic account management plans.
- • Maintain high customer satisfaction and retention rates through proactive engagement and relationship building.
- • Serve as the primary voice of the customer to internal teams including Product, Sales, and Leadership to influence product direction and service improvements.
- • Provide coaching, training, and performance guidance to ensure Customer Success Managers meet or exceed their key performance indicators.
- • Support Customer Success Managers in handling escalations and complex customer issues with technical and strategic expertise.
- • Leverage technical understanding of the product to enable the team in resolving customer challenges and maximizing product adoption.
- • Create, maintain, and update a centralized knowledge repository of technical solutions and best practices for customer support.
- • Partner cross-functionally to design and implement best-in-class customer experiences that deliver WOW moments.
- • Analyze customer data and usage metrics to identify trends, risks, and opportunities for upsell or expansion.
- • Build and manage a book of mid-market accounts through strategic oversight and team leadership.
- • Collaborate with Sales and Product teams to align customer success initiatives with business objectives and growth targets.
- • Document processes and improve operational workflows to scale customer success efforts efficiently.
- • Foster a culture of ownership, curiosity, and attention to detail within the Customer Success team.
🎯 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
- • Comfort working in Google Workspace (Google Sheets and Google Docs) and with Salesforce
🏖️ Benefits
- • Work anywhere in the world for up to 3 months!
- • Parental leave program
- • Work-from-home stipend
- • Birthday (and company birthday) is a day off
Skills & Technologies
About Leap Tools Inc.
Leap Tools is a company focused on developing innovative solutions within the technology sector. Their primary business model revolves around creating and offering specialized software tools designed to enhance productivity and efficiency for businesses and individuals. The company operates within the software development industry, aiming to provide cutting-edge products that address specific market needs. Leap Tools is committed to leveraging technology to solve complex problems and deliver value to its customers through its suite of digital offerings.
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