Customer Success Associate

Leap Tools

  • Canada
  • Permanent
  • Full-time
  • 26 days ago
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.About our productOur 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:About youYou 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.What You'll Do
  • Manage the post-onboarding customer lifecycle for a book of SMB 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 and share learnings across the wider Customer Success team
  • Serve as a key voice of our customers internally with teams such as product, sales, and leadership, and partner with other teams internally to drive best-in-class customer experiences
  • Maintain impeccable records in Customer Success software
  • Actively and routinely engage with your customers to assess their priorities, identifying opportunities to further promote the Roomvo Platform and ensure the 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 1-2 years of experience in a B2B Customer Success role
  • Direct experience managing a book of business
  • You can quickly get familiar with and prioritize technically complex processes and tasks
  • You are professional and comfortable engaging C-suite executives
  • You can manage tight deadlines
  • You are comfortable using Google Workspace and Salesforce
  • You have excellent communication skills, both written and verbal
  • You are well-organized and able to manage multiple competing priorities at all times
  • Experience in SaaS is mandatory
  • Native English language proficiency
  • Bonus: Fluency in a second language
About our culture
  • 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.
  • We value work-life balance by offering generous time off
  • 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!
About our hiring processNow: You upload your resume and complete a brief questionnaire.Step 1: We arrange a video call with you to assess your abilities. Then complete a take-home assessmentStep 2: You attend the second and third video interviews soon after.Step 3: You meet our Director of People and Culture and one of the Founders.

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