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Who Is Squaredance & How Are They Changing the World?

 

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

Squaredance believes the traditional network and agency approach is broken. The Squaredance platform and marketplace seamlessly connects brands, affiliates and partners to collaboratively build digital advertising campaigns under a commission-only model across many online channels. The Squaredance community means you are never alone and there is always new knowledge to be shared. Their value proposition provides a better alternative to traditional agencies, affiliate networks and affiliate program software: only pay for performance while having the flexibility to work in partnerships with specialized talent that cover all facets of digital advertising and adapt at the speed of change.

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How Will I Make An Impact?

As Squaredance’s Senior Manager, Customer Support & Success, you’ll lead both the Success and Support functions, and be responsible for customer retention and satisfaction goals. 

 

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

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In your first 30 days you can expect to:

• Get ramped up on:

  • the Squaredance platform - understanding how it works and the value it drives for brands and partners

  • the customer journeys for both brands and partners

  • company and department goals and metrics

  • company culture and values

• Build relationships with key individuals - this includes direct reports (CSMs and Support Representatives) and others you'll work closely with, such as Product and Marketing​

• Start defining initiatives that will drive performance of department goals and metrics

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In your first 60 days you can expect to:

• Begin executing initiatives that will drive performance of department goals and metrics

• Take ownership of ongoing CX initiatives in service of goals and metrics - review critically and determine whether to keep going, revamp, or pause/stop

• Take full ownership of direct report relationships and create development plans for each member of the team

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In your first 90 days you can expect to:

• Measure and demonstrate success on moving department goals in a positive direction through completed/ongoing initiatives

 

If you self-identify as a customer-driven leader who thrives in the ambiguity of a startup build, if you crave high impact, and enjoy the ability to be both strategic and hands-on, then this could be right up your alley!

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How Do I Know If This Is For Me?

• You love having the ownership to set 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 

 

• You thrive in a collaborative environment, working regularly and easily with internal teams to define scalable workflows that smoothly onboard users, and guide them through the journey towards adoption and advocacy

 

• You love Influencing future customer lifetime value through higher product adoption, customer satisfaction and overall health scores

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• You want ownership over support channels and workflows to enhance customer satisfaction and engagement 

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• You’re eager to reduce churn and drive new business growth through greater advocacy and referenceability

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• You’re excited about hiring, onboarding, developing and motivating a high-functioning hybrid team of customer success managers and customer support representatives oriented around the achievement of company and team objectives

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• You’re excited about the opportunity to positively contribute to a growing company’s culture; approaching tasks with a  growth mindset in the spirit of collaboration, while celebrating new learnings and all wins - both big and small!

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Our Ideal Candidate Looks Like:

• You’re a motivating and comfortable people manager, having led customer experience teams and managing their professional development

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• You’ve been with a startup or scaleup through the building and high-growth days. You’re not only comfortable navigating ambiguity and building the bridge as you cross it, you thrive in and crave this environment!

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• You have experience in SaaS (B2C or Product-Led Growth experience considered a great asset!) 

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• You already have a strong understanding of Digital Advertising, eCommerce, D2C and Affiliate Marketing - and the desire to continue learning in this space! 

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• You’ve 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

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• You’re seamlessly able to work in a highly cross-functional role; prioritizing the achievement of objectives in collaboration with internal team members 

 

Nice-to-haves:

• Experience with marketplace products is a big plus!

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The Process:

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As your Artemis Canada Recruitment Consultant, I’ll work closely with you through every step of the process. After a screening call with me, the hiring process will look like the following:

• Hiring Manager Interview with the Head of Growth

• HR Screening Conversation

• Interview with CEO

• Team Meet & Greet

• References & Offer

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We understand, accept, and value the differences between people of different backgrounds, genders, sexual orientations, ages, beliefs, and abilities.  We aim to create an inclusive environment and encourage diverse individuals to apply.

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I’d love to hear from you - even if you don’t meet 100% of the requirements. Send me a note at carly@artemiscanada.com if you or someone you know is interested!