Customer Success Manager – SMB

Leap Tools

. Manage the post-onboarding customer lifecycle for a book of SMB customers .

Posted 11/11/2026full-timeRemote • CanadaJunior💰 CA$45,000 - CA$65,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing the customer lifecycle for SMB clients, focusing on Customer Health, Retention, and Expansion. Proficient in utilizing Customer Success software and engaging with C-suite executives to advocate for customer needs and maximize service value.

Highest-signal resume keywords

B2B Customer Success ExperienceCustomer Lifecycle ManagementSaaS ExperienceSalesforce ProficiencyExcellent Communication Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Health MetricsRetention StrategiesExpansion TechniquesTechnical Process PrioritizationCustomer Advocacy

Soft Skills

Well-OrganizedAbility to Manage DeadlinesEngagement with Executives

Tools & Technologies

Google WorkspaceSalesforceCustomer Success Software

Industry Keywords

SMB CustomersCustomer SuccessB2BSaaSCustomer Engagement

About the role

Key responsibilities & impact

Manage the post-onboarding customer lifecycle for a book of SMB customers
Own metrics including Customer Health, Retention, and Expansion
Become a trusted partner to customers, understand their needs, and help them achieve their goals
Engage with and share learnings across the Customer Success team
Represent customer needs internally with product, sales, leadership, and other teams
Maintain accurate records in Customer Success software
Routinely engage customers to assess priorities, identify opportunities to promote the Roomvo Platform, and maximize service value
Advocate for customers by documenting requests and issues and identifying improvement areas

Requirements

What you’ll need

At least 1-2 years of experience in a B2B Customer Success role
Direct experience managing a book of business
Ability to quickly get familiar with and prioritize technically complex processes and tasks
Comfortable engaging C-suite executives
Ability to manage tight deadlines
Comfortable using Google Workspace and Salesforce
Excellent written and verbal communication skills
Well-organized and able to manage multiple competing priorities
SaaS experience is mandatory
English language proficiency
Bonus: Fluency in French or Spanish

Benefits

Comp & perks

Remote-first work arrangement
Work anywhere in the world for up to 3 months
Parental leave program
Work-from-home stipend
Birthday and company birthday as days off