April 09, 2024
Canada Only
$60K - $110K USD *

Director of Customer Growth

About the job:

Full-time

Join Our Mission: Help the Helpers with Jane


Hello, changemakers and growth enthusiasts! At Jane, we're not just a software tool; we're a community-driven platform dedicated to empowering healthcare providers, such as Physiotherapists, Chiropractors, Counselors, Massage Therapists, Medical Aestheticians and more, in small to medium practices. Our growth mirrors the organic expansion of our vibrant Customer Community, achieved through exceptional service and word-of-mouth recommendations. Yet, with countless Helpers still unaware of how we can support them, we're on the lookout for a visionary Director of Growth to amplify our reach across North America.


What Sets Us Apart?


We're not your typical growth position. We steer clear of conventional sales models and hard-sell tactics. Why? Because we value authenticity and meaningful connections over quotas. Our goal is to foster awareness, consideration, and ultimately, customer advocacy by:


Being Found:

Enhancing our visibility to connect with Future Customers.


Being Chosen:

Building relationships and educating prospects to choose Jane confidently.


Being Loved:

Ensuring a seamless onboarding experience that leads to genuine customer advocacy.


Your Role in Our Journey


As our Director of Growth, you'll be the architect and director of the customer experience strategy from our outreach through to successful activation. Collaborating directly with our VP, Customer Directors, Marketing Team, and Co-CEOs, you'll craft innovative paths to 'Be Found', nurture 'Future Customers', and ensure Jane is 'Loved' from the first interaction.


Your creativity will be your compass, guiding you to explore beyond the conventional sales playbook, championing a strategy grounded in thoughtfulness and ingenuity. Quantity is not valued without Quality and you will work with balancing metrics to ensure that Growth and Delighted Customers remain tightly linked when we measure success.


You will be tasked with managing and championing the success of an existing team who are tasked with inbound demos, smooth imports, and successful setups, while expanding and iterating on Jane's Growth people, process and systems.


Our Philosophy


At Jane, our mission is "Help the Helpers". This isn't just a tagline; it's the essence of everything we do. We believe in the power of our platform to be the most beneficial tool for healthcare practices. Our commitment to customer delight and community integrity shapes our approach, fueling referral growth and fostering a delightful customer community.


Compensation Expectations for the Role


Jane’s committed to paying our team members fairly, clearly, and above all, paying for growth. This role has a target salary range of $130,000 - $170,000, and where you land within that range will depend on your unique skills, abilities, and experience. At Jane, we pay for growth, which means that you’ll continue to have conversations about your career development with your manager and see your compensation grow over time as you build an amazing career with us.


More information on Jane's benefits package can be found here.


You can also learn more about Jane as a company and a product by checking out our Glassdoor reviews and our Capterra Reviews.

The impact you could have...

  • Leadership: You will play a pivotal role in fostering a culture of heart-centred leadership and embodying Jane's core values. This involves leading, inspiring and growing a team of doers and leaders. Your success will be measured by team engagement, cross-functional collaboration, and impact on Jane's top-level goals (which include KPIs & eNPS).
  • Signup: Evaluation & Purchase: You will oversee the evaluation and purchase process, ensuring seamless signup flow and dedicated onboarding services. Managing and coaching our Demo Team will be essential to ensure that future potential customers are a good fit for Jane and experience a smooth transition into becoming customers. We are very clear with our stretch and not being a great fit for some customers (actively discouraging the latter)!
  • Onboarding Activation & Adoption: Leading the Onboarding & New Account Setup function, you will drive activation and adoption through product, tech-touch, and human interaction. You'll also oversee the New Account Setup function and Data Imports team to ensure customers are set up for success. This team collaborates cross-functionally and will continue to partner deeply with our PM and Dev team!
  • Everboarding: Your role will involve enabling customers to maximize product and feature usage, ensuring they derive maximum value from Jane's offerings. This includes identifying opportunities for usage expansion, license upgrades, and JanePayments usage. This will be a place where we run lots of small experiments, learn fast and iterate forward!
  • Churn: You'll be responsible for understanding and addressing churn, both regrettable and non-regrettable, by proactively identifying opportunities for improvement across various customer touchpoints. Your goal will be to reduce regrettable churn and delight existing customers where possible!
  • Data: We are still early in our data journey and you’ll have an opportunity to influence here by using the right data as part of the puzzle, helping support decision-making!

The experience we feel we need...

  • Leadership: You should have experience leading teams and inspiring others to achieve success. Demonstrated success in enabling cross-functional collaboration and driving impact on organizational goals is essential.
  • SaaS: We're looking for 2+ years of SaaS experience (Jane supports small businesses) and 5+ years of experience in Sales and Customer Success.
  • Proactive Doer: We're seeking individuals who are proactive, and hands-on and have proven experience Building, Managing and Iterating on Sales, Success and/or Customer Programs and Teams.
  • Onboarding Activation & Adoption: Strong leadership skills in driving activation and adoption goals are required. Experience in leading cross-functional teams and partnering closely with product and development teams is preferred.
  • Product Usage: You should have a proven track record of enabling customer success and maximizing product usage. Experience in identifying and implementing strategies to drive customer value and usage expansion is desired.
  • Churn Management: Previous experience in churn analysis and management, including identifying actionable opportunities to reduce churn and improve customer experience, is essential.
  • Data-Driven Decision Making: While early in our data journey, experience in leveraging data to support decision-making processes is beneficial.

At Jane, we’re committed to fostering an environment that allows you to come to work as your truest self. We believe it’s important to actively recognize, embrace, and celebrate our differences in order to make Jane an inclusive, equitable, and diverse workplace.


We want to build a team of people who make conversations rich with perspective and experience. We are committed to listening to every voice in order to learn and grow because doing this will allow us to meet the needs of the diverse community of helpers that Jane serves.


We do not tolerate discrimination, prejudice, or oppressive isms of any kind. Employment is decided on the basis of qualifications, merit, experience, and the needs of the Jane community. We encourage anyone who requires accommodation or adjustments throughout the interview process to let us know, and we will do our best to support you.

Region
Canada Only
Compensation
$60K - $110K USD/Year *
Applicants
12

Company Benefits

* Compensation was calculated as an average of similar positions and is not guaranteed.
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