Customer Success Manager

4 weeks ago

Toronto, Canada Squaredance 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_

Check out our newest Shopify Integration Launch here: _Shopify Integration_

**The Opportunity**

The **Customer Success Manager** role is a critical role in the Growth organization at Squaredance, and is responsible for driving growth from our existing customers At Squaredance, we’re striving to be a self-serve platform for both _brands _and _partners_, as such, the Customer Success Team exists - in essence - in service to product (i.e., to ensure that the adoption of our platform is strong with our customers) Where there are gaps in the platform, we aim to bridge those gaps with expertise and support from the Customer Success Team. Overall, the Customer Success Team, along with our Product Team, work to ensure our customers are seeing value through partnerships from the platform, and further, that the time to value metric continues to trend downward.

At Squaredance, we value diversityin 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 know what you’ve already done, we want to hear 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_**
- Be the voice of the customer; understand their needs and values, and communicate with the relevant internal stakeholders to improve our platform and overall user experience
- Create customer advocates of our product through in-depth understanding of the user adoption journey; study platform usage data, metrics, and qualitative evidence through customer interviews, to build scalable playbooks
- Constantly keep a pulse on your portfolio of brands to ensure that you are informed when campaign starts to dip and can take proactive action
- Build and effectively deliver engaging content that educates brands and partners on how to set up their partnerships for success
- Ensure brands and partners are communicating effectively; effective communication owned by brands and partners - e.g., on asset creation, on setting and updating CPAs etc. is critical to maximize value both see from the platform
- Find creative ways to ensure that we are delivering value to our customers and stay up to date on industry trends, vendors or strategies to increase customer knowledge and positively impact their growth
- Monitor, and driven by, your metrics (i.e. Time to launch, time to partner, retention, customer satisfaction, etc..)
- Positively contribute to 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**
- ~3-5 years experience in a role in a product-led organization
- High “EQ” - able to put yourself in the users’ shoes
- Highly analytical and experienced in data-driven decision making, while also practicing sound judgment, recognizing when a situation requires more context than the quantitative data
- Well-honed communication skills, oral and written, able to cater message to audience
- Experience working in a cross-functional capacity; able to drive ideas to completion via indirect influence vs. direct reporting relationships
- Team-oriented and highly-collaborative; keeping teammates and clients up-to-date
- Previous experience in startup environments, and/or with a marketplace product, is a definite 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 ongoin

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