Squaredance Hiring for Senior Manager, Customer Success & Support (hybrid) at Toronto, ON Full Time

Squaredance : uniting the digital advertising community – join us!

Squaredance is the only performance marketing solution that combines a full suite tracking and attribution platform with a partner marketplace and vibrant community! We enable ecommerce advertisers and digital marketing partners to discover, recruit, track and grow partnerships that drive customer acquisition in digital marketing channels.

Check us out at squaredance.io, or watch our video here: Introducing Squaredance!

The Opportunity

We are looking for a Senior Manager, Customer Success & Support! Responsible for our customer retention and satisfaction goals, and as well, leading both the Success and Support functions at Squaredance – this is a great opportunity for someone who is customer driven and wants to make an impact in the customer experience space!

Reporting into our wonderful Head of Growth, this role is further responsible for defining and executing our customer experience strategy! Through an engaging leadership style and thoughtful direction, managing our amazing team of Customer Success Managers and Customer Support Reps, you’ll work together in the achievement of our user experience goals.

A Note to Our Candidates

At Squaredance, we value diversity …in backgrounds and in experience. If you review the job posting below and don’t feel confident you match 100% of the listed requirements we still encourage you to apply; we don’t just want to hear what you’ve already done, we also want to know what you’re capable of next!

And thanks for checking us out – we hope to hear from you soon!

Duties and Responsibilities … i.e. where you can make an impact!

• Set the overall vision, strategic plan, and KPIs, for the Customer Experience (Success and Support) function; focusing on driving product adoption, creating a positive customer experience, and driving growth through gross renewals and net retention improvements
• Collaborate regularly and easily with internal teams to define scalable workflows that smoothly onboard users onto the Squaredance marketplace, and guide them through the journey towards adoption and advocacy
• Influence future customer lifetime value through higher product adoption, customer satisfaction and overall health scores
• Own support channels and workflows to enhance customer satisfaction and engagement with the Squaredance platform
• Reduce churn and drive new business growth through greater advocacy and reference ability
• Hire, onboard, develop and motivate a high-functioning hybrid team of customer success managers and customer support representatives oriented around the achievement of company and team objectives
• Positively contribute and model our company culture; approaching tasks with a growth mindset, in the spirit of collaboration, while celebrating new learnings and all wins – both big and small!
• Other duties as assigned

Qualifications and Skills

• ~5+ years leading customer experience teams, setting vision and having true ownership over results!
• ~3+ years in SaaS or early stage startups (B2C or Product-Led Growth experience considered a great asset!)
• Strong understanding of Digital Advertising, eCommerce, D2C and Affiliate Marketing – and the desire to continue learning in this space!
• Bachelor’s Degree in Business, Technology, Digital Marketing, or equivalent, MBA or other graduate level education (nice to have)
• Demonstrated success in creating positive experiences for customers in a product-led setting, with the added ability to evaluate when a scaled customers processes vs. a 1:1 approach is needed
• Seamlessly able to work in a highly cross-functional role; prioritizing the achievement of objectives in collaboration with internal team members
• Comfortable as a people manager; maintaining a management presence while using communication and interpersonal skills that truly inspire and motivate leaders and teams!
• Further defined as a “high EQ problem solver” – equipped and capable in providing counsel, advice and support your team and at times customers

• Experience with marketplace products is a big plus!

Why People Love Working at Squaredance

Be it online or in person, you will work with smart, driven and just all-around great people! Our culture celebrates growth, collaboration and transparency in a performance business. We have an open-plan head office, located in Liberty Village – Toronto; it’s an energetic space used for collaboration, coordination and sometimes, just to catch-up with each other! …the only thing missing, could be YOU!

Dedicated to our people and striving to provide a healthy work-life balance, we offer:

• A welcoming and inclusive team environment
• Life and family-friendly hybrid working conditions
• Excellent health benefit plans with flexibility to suit your needs and lifestyle
• Matching RRSP program
• Home Office and Lifestyle Stipends
• Loads of in-office snacks, coffee, and drinks when in office to keep you energized throughout the day
• Frequent team and office social events
• A growth-mindset company, dedicated to ongoing learning and improvement at the company, process, and individual contributor levels!

Squaredance is an equal opportunity employer committed to a diverse, inclusive, and accessible workplace. We strongly support equal employment opportunities for all applicants regardless of race, color, religion, creed, national origin, ancestry, citizenship, age, family or marital status, sex, gender identity/expression, sexual orientation, genetic information, pregnancy, physical or mental disability, medical condition, or any other protected characteristic.

Accommodations are available on request for candidates taking part in all aspects of the recruitment and selection process. If accommodation is needed in the recruitment process, please let us know and we will work with you to meet your accessibility needs to ensure fair and equitable access throughout the recruitment and selection process. You may contact us at [email protected].

We welcome and encourage all qualified applicants to apply, those selected for further consideration or interview will be contacted directly.

Thank you for your interest in Squaredance!!