Director of Customer Success at Dan Martell SaaS Academy

Location: Remote
| Full-time | International
Dan Martell SaaS Academy

Location: US, Canada or time zones UTC -4 to UTC -7; 100%  Remote

For applicants who live in the US / Canada or in those time zones.

  • Are you a visionary with SaaS experience?
  • Do you have experience scaling a CS department?
  • Do you know how to nurture and develop a world-class client experience?

Sweet. Read on!

Who are we?

The SaaS Academy Team is on a mission to help Software as a Service (SaaS) companies grow to new heights through world-class coaching and training.

Our CEO, Dan Martell is an award-winning entrepreneur and investor who has founded multiple companies. He was named Canada’s top angel investor and he’s completed over 40+ investments with amazing companies like Udemy, Intercom, and Unbounce.

We have big plans for the future, we’re growing fast and now, we need you – yes you – to help scale to new heights and continue to provide incredible support to entrepreneurs.

What’s the gig?

  1. Drive Expansion Revenue: As the Director of Customer Success you will be responsible for driving expansion revenue between programs, as well as championing a robust referral program for new sales.
  2. Unify The Client Journey: You will be responsible for building a unified client journey that traverses all of the programs that SaaS Academy has to offer.
  3. Build A World-Class Client Experience: The Director of Customer Success is the ultimate architect of the client experience at SaaS Academy. From tracking client wins to measuring qualitative engagement activities to ensuring that every client feels like a part of the community, the client experience is the backbone of our business.
  4. Nurture the CS Team: Join our already exceptional CS team, hit the ground running in our dynamic company & develop and lead the department to greater success.

Who exactly are we looking for?

A high-performing Director of Customer Success who is an experienced team leader. Someone comfortable as an integral part of the revenue team who will report to the CRO.

Someone that can roll with the punches/changes in a constantly evolving organization and space.

In short, does this sound like you?

  • Leader. Someone who always looks to find, nurture, and support the potential of others. Would your colleagues and direct reports say that you have that in you?
  • Visionary: You know how to imagine the future & implement what’s necessary to get there
  • Adaptable. When thwarted by adversity, how do you react? How do you show what you’re made of?

What will you do? 

  • Plan, implement and manage new CS strategies.
  • Reduce revenue churn
  • Drive expansion revenue as founders transition between programs, with a goal of $500k in expansion sales per month within the first 6 months
  • Reliably track and improve key metrics
  • Track KPIs on a regular basis and present reports.
  • Audit CS strategy monthly & provide solutions/improvements.
  • Create and present the annual CS plan and strategy.
  • Lead a team of driven individuals
    • Current team of 20.
  • Working inter-departmentally to align objectives.
  • Contribute to the overall growth of the company

A few things to note…

  • You don’t need to know how everything works here at SaaS Academy before applying. We’ll train you on our core content, and our approach to coaching clients.
  • We’re a fully remote team – You’ll want to be comfortable and happy working online (using tools like Slack, Zoom, G-Suite and Hubspot).
  • We offer Unlimited PTO, health benefits, development training, and a robust and nourishing culture & team that is world-class.

Like What You See?

If you’re thinking: “This is totally me!” then be sure to apply below.

Even if you’re thinking: “This definitely could be me!” apply below, anyways — we love diverse and non-traditional backgrounds.

We can’t wait to meet you!

Please check out the How We Hire section on our website to see what the steps are for our hiring process. Taking the time to apply means a lot to us!  If you apply, you’ll hear from us, whether we feel you’re a good match for us, or not, as part of our process.

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