Manager, Customer Success Team – Mid-Market

Leap Tools

. Grow a book of customers by leading a team of Customer Success Managers .

Posted 11/2/2026full-timeRemote • CanadaMid-LevelSenior💰 CA$100,000 - CA$125,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in customer success and account management, with a strong focus on driving customer satisfaction, retention, and revenue growth. Proficient in leading teams, analyzing data for strategic recommendations, and creating technical solutions to enhance customer experiences.

Highest-signal resume keywords

Customer Success ManagementAccount ManagementTeam LeadershipData AnalysisSaaS Experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Retention StrategiesRevenue Growth StrategiesTechnical Solution DocumentationPerformance Goal AchievementEscalation Management

Soft Skills

Communication SkillsProblem-Solving SkillsRelationship-Building Skills

Tools & Technologies

Google WorkspaceGoogle SheetsGoogle DocsSalesforce

Industry Keywords

Customer SatisfactionCustomer ExperienceSaaS EnvironmentTeam Management

About the role

Key responsibilities & impact

Grow a book of customers by leading a team of Customer Success Managers
Use technical understanding to support the team in managing customers
Leverage success and account management experience
Maintain a high customer retention rate
Develop strategies to increase revenue retention and drive growth within the customer base
Represent customer needs to Product, Sales, and Leadership
Create and document technical solutions in a central knowledge repository
Partner with internal teams to deliver strong customer experiences
Coach, train, and guide CSMs to meet or exceed performance goals
Support CSMs and customers with escalations and challenging situations

Requirements

What you’ll need

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 written and verbal communication, problem-solving, and relationship-building skills
Ability to analyze data and make strategic recommendations
Comfortable working in Google Workspace, including Google Sheets and Google Docs
Comfortable working with Salesforce
Fluency in a second language is a bonus asset

Benefits

Comp & perks

Quarterly bonus
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