Director of Customer Success, Leap Tools

• Experience leading a high performing customer success team at a high-growth B2B tech company
• Experience scaling customer success teams and processes in a rapidly growing SaaS organization
• Ability to think both big-picture strategy and ensure the delivery of concrete tactics
• Excellent interpersonal, communication, and leadership skills
• Strong business acumen and ability to align customer outcomes with company objectives
• Strong problem-solving abilities and the ability to manage complex client relationships
• Ability to influence senior stakeholders and cross-functional teams

• Lead, mentor, and manage a high performing customer success team
• Monitor key performance indicators (KPIs) and customer success metrics, drawing meaningful insights to guide the department’s overarching strategy
• Focus on delivering an exceptional customer experience, ensuring consistent and high quality interactions at every touch point
• Maintain and grow relationships with key accounts, acting as the primary point of contact for escalations and strategic discussions
• Collaborate with key stakeholders in sales and marketing to coordinate efforts that drive revenue growth
• Drive continuous improvement and optimization of customer success processes, including onboarding, account reviews, and ongoing account management
• Foster a customer-first culture within the team, providing guidance, coaching, and support as needed
• Work with product teams to relay customer feedback and advocate for product improvements

• Now: You upload your resume and complete a brief questionnaire
• Step 1: We arrange a video call with you to assess your abilities. Complete a take-home assessment
• Step 2: You attend the second video interview soon after
• Step 3: You meet one of the founders
• Step 4: You receive an offer

Leap Tools is an AR visualization platform that helps retail customers visualize the products they want to buy within their own homes. Using augmented reality, it purports to increase eCommerce conversion rates by five times and increase web transactions by 10%.