Manager, Customer Success Team (Mid-Market)

📋 Description

• • As Manager, Customer Success Team (Mid-Market) at Leap Tools Inc., you will lead a team of Customer Success Managers to grow customer accounts, drive retention, and ensure customer satisfaction in the interior décor technology space. This role is critical to scaling our impact with Fortune 500 clients and local retailers across 80+ countries.
• • Day to day, you will coach and train CSMs, manage escalations, analyze customer data to inform strategy, partner with Product and Sales teams to improve experiences, and maintain a central knowledge base of technical solutions. You’ll also develop retention and growth strategies while serving as the voice of the customer internally.
• • Leap Tools is a remote-first, fast-growing tech company recognized by Deloitte for sustained growth. We build innovative visualization tools that let customers preview products in their space before purchasing, serving clients from Home Depot to local retailers. Our culture values curiosity, ownership, urgency, and family, with flexibility to work globally for up to three months per year.
• • In this role, you will develop leadership expertise in SaaS customer success, deepen your technical understanding of customer-facing platforms, and drive measurable impact on retention and revenue. You’ll have the opportunity to shape team processes, influence product direction, and grow into a strategic leader within a scaling global organization.