Manage the post-onboarding lifecycle for a portfolio of SMB customers, driving customer health, retention, and expansion. Build trusted relationships, identify customer needs and growth opportunities, advocate for customers internally, maintain accurate records in customer success software, and collaborate cross-functionally to improve the customer experience. The role requires B2B SaaS customer success experience, technical aptitude, executive communication skills, organization, and English proficiency; Spanish or French is a bonus.
About us
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 product
Our technology lets you preview products in your own room before you buy them. 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 you to do that through our proprietary cutting-edge 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 you
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.
We hire humans, not job descriptions. You should apply even if this role and salary range don't align with your experience. We’re happy to create unique roles and compensation for the right talent.
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
- English language proficiency
- Bonus: Fluency in French or Spanish
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.
About our hiring process
Now: 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 assessment
Step 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.
Step 4: You receive an offer.
AI in Recruitment - At Leap Tools, we leverage AI technology to enhance our recruitment process. These tools assist with tasks such as resume screening, sourcing prospective candidates, and to support administrative tasks for enhanced operational efficiency. Founders and senior leadership are directly involved in our recruitment process, and AI is never used to make the final hiring decision. We are committed to the responsible use of AI in our hiring practices.
Leap Tools is an equal opportunity employer committed to fostering an inclusive, equitable, and accessible environment. Accommodations are available on request for candidates taking part in all aspects of the interview process. If you require any accommodation, please contact us at [email protected]
Take the Leap. Apply now.
Our demo, in case you missed it: https://www.roomvo.com/rugdemo4r
You should apply to this job even if you don't fit this role perfectly because we can create a new role for you with corresponding compensation.
Similar Jobs
Software
The Customer Success Manager at SimScale drives post-sales lifecycle for customers, ensuring product success, managing relationships, and executing strategies for customer retention and business growth.
Top Skills:
HubspotSalesforce
Security • Software • Cybersecurity • Automation
Enterprise Account Executive responsible for acquiring new enterprise customers, exceeding revenue quotas, building and managing an EMEA pipeline, developing partnerships, consulting senior executives, and accelerating SaaS buying processes. The role requires 7+ years of B2B SaaS sales experience, including new-business closing, enterprise account experience, and professional fluency in English plus French or German.
Top Skills:
Agentic AiSaaSSecurity And Compliance Software
Artificial Intelligence • Healthtech • Machine Learning • Natural Language Processing • Biotech • Pharmaceutical
Designs, builds, and operates production-grade agentic AI systems and orchestration frameworks. Responsibilities include prompt architecture, tool and API integrations, monitoring, evaluation, cost controls, reliability improvements, and governance documentation. The engineer collaborates with data science, data engineering, and governance teams to ensure reliable, compliant workflows using structured healthcare and pharmaceutical data.
Top Skills:
LanggraphLlm ApisMlopsPydantic Ai
What you need to know about the Dublin Tech Scene
From Bono and Oscar Wilde to today's tech leaders, Dublin has always attracted trailblazers, with more than 70,000 people working in the city's expanding digital sector. Continuing its legacy of drawing pioneers, the city is advancing rapidly. Ireland is now ranked as one of the top tech clusters in the region and the number one destination for digital companies, with the highest hiring intention of any region across all sectors.
