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Altus Assessments is in a high-growth position and hiring our next Director of Customer Success.

We are looking for a metrics-driven, expansion-focused leader to optimize and scale the customer success function and coach our team of CS professionals to become the driving force behind growing existing revenue and influencing new sales with our customer base in Higher Education.

< class="h3">Opportunity and Impact

As a core leader on our Revenue team, you’ll own the creation and execution of strategy and tactics to optimize and scale Customer Success for Altus. That includes defining the vision for supporting multiple EdTech products at different stages of maturity within various geographical markets globally.

In this role, you have the chance to create a scalable and sustainable structure for a team of 25+ professionals who helps our customers in Higher Education implement more equitable student admissions processes and give institutions unprecedented visibility into the impact and effectiveness of their programs.

You get to establish the team's performance metrics, build repeatable systems, processes and reporting rhythms from the ground up that creates realistic forecasts and upsell pipeline visibility, identifies churn risk early, measures customer satisfaction, and enables the business to make data-informed decisions.

You’ll coach the team through best practices and processes for engaging in customer conversations, keeping them focused where it counts and course-correct when needed. You get the opportunity to leverage your sales and pipeline management skills to teach how to identify upsell opportunities and have effective interactions that help them achieve their targets, thrive in their role and progress in their career with Altus.

As Altus’ Customer Success leader, you’ll collaborate and create alignment with other functional leaders and contributors at all levels across Sales, Marketing, Revenue Operations, Learning & Enablement, Product, Research, Software Engineering and others, and bring insights and observed trends to conversations that influence change and create more customer value.

Your success in this role will lead to more multi-product customers, help us reach our growth targets and achieve other wildly important goals (WIGs). Your work also will contribute to our larger social mission of creating a world filled with more emotionally and socially intelligent doctors, nurses, dentists, teachers, business leaders and other professionals.

The Director of Customer Success role is a full-time remote-first position and reports to our VP of Revenue, Leanne Newell. We welcome applications from across Canada.

< class="h3">To thrive in the role, you:

• Are highly data-driven, using metrics, KPIs and qualitative and quantitative methods for tracking, reporting, measuring success, and making decisions.
• Come with experience managing a complex team structure and have led a customer success or sales teams / department of 10-50 or more.
• Lead by coaching and have established best practices that have facilitated your team’s development and enabled their accomplishments as customer success professionals.
• Have seen or built systems and processes that have delivered revenue growth through expansion and retention.
• Are proficient with customer engagement/sales methodologies and capable of effectively coaching to models that emphasize the importance of qualifying questions and closing techniques.
• Can lead and operate in ambiguity, take action without having every detail and confidently take risks in supportive environments.

< class="h3">To thrive at Altus, you are:

• Caring toward people. You show up, take time to listen and understand, encourage and support, and don’t shy away from providing feedback and mentoring and teaching others to help them grow.
• Curious by nature and open to possibilities. You like to explore, ask questions, experiment, and learn.
• Driven to problem-solve and biased towards action.
• Adaptable and outcome-oriented with a preference for fluid and changing work environments where you get to build, make a visible impact, and positively influence change and progress.
• Someone with strong yet loosely held opinions.
• Purpose-driven and feel connected to our mission: to create a world served by exceptional professionals.

< class="h3">The selection and interview process:

We designed our process to deliver an equitable and memorable experience. It is a two-way discovery, and we encourage you to ask us lots of questions along the way.

Here are the general steps you can expect:

• Selection. An actual human - not bots - reviews your resume and assesses your experience and application responses for alignment with hiring criteria.
• Intro Conversation. If selected, we invite you to share the story behind your resume and professional interests and learn more about the role, team and company. (45-60 minute phone call)
• Meet The Manager. Have an in-depth conversation about relevant experiences and the day-to-day on the team with your potential future manager. (30-60 minute video call)
• Meet the Team. Spend some time learning about the day-to-day in the position and life at Altus. The team assesses your human and technical skills and company fit. Before the interview, we may ask you to complete a take-home assignment that mirrors some aspects of the role and present your work to the team. (2.5 - 3 hour video call)
• Wait For a Final Decision. The Hiring Manager consolidates and evaluates feedback from the people you met to make a decision. (2-4 days)
• Receive an Offer / Reference Check. If it’s determined you are a good match for the role, team and Altus, we invite you to an offer conversation. The offer is contingent on completed references. (30-minute video call)

< class="h3">Key Benefits:

• Equitable, Market-based Pay. Your salary is based on compensable factors and informed by the Canadian-based tech market rate.
• Employee Stock Options. You’re granted options on your start date so you can participate in and benefit from the growth you contribute to.
• GRSP Matching Program. Save towards your financial future through our Group Registered Savings Plan with Wealthsimple. We match your contributions up to 2% of your salary.
• Flexible Work Arrangements. Work from where you want in Canada, and have flexibility with your working hours for optimal work-life integration.
• Access to Health Coverage from Day 1. Enroll yourself (and any dependents) in our comprehensive health, dental, and life benefits plan through Equitable Life of Canada on the day you join us.
• Self-Directed Vacation. You have the autonomy to take time off when you choose and need it. We recommend one week per quarter, but this is flexible to suit your life situation and needs.
• Wellness Platform Membership. Through our partnership with Cyno, you can access providers who can support your holistic well-being with services like counselling, anxiety & depression coaching, art & music therapy, fitness sessions and veterinary technicians.
• Company-wide Time Off. Turn off work for Altus Days (a bonus Friday off every month) and the last two weeks in December (for the Holiday Season).
• Sick Time, Bereavement Leave & Personal Days. Take paid time off when you need to, have a medical or family emergency, experience the loss of a loved one, or need to nurture your mental health and well-being.
• Parental Leave. Growing your family is an exciting time, and we encourage you to take time off with your new loved ones. 4 months of your parental leave is topped up to 80% of your salary, whether you are a birthing parent, non-birthing parent, or growing your family through surrogacy or adoption.

< class="h3">A bit about us

Behind Altus Assessments, you’ll find a vibrant and quirky group of 160+ people working remotely (and sometimes in person) across Canada.

We genuinely care about each other’s well-being and best interest and have an innate curiosity that drives us to learn and solve problems. We collaborate cross-functionally towards broader business goals, like our 3 annual WIGs (Wildly Important Goals). We acknowledge and are unafraid to tackle complex workplace topics head-on.

We believe a team rich in erse backgrounds, thoughts, lived experiences, and opinions create a better workplace, builds better products, and leads to more significant social impact and financial outcomes. We follow fair hiring and promotion practices, promote pay equity and prioritize equality and inclusion in our policies and business practices.

Altus Assessments is a privately held Canadian research and product company founded in 2014. Our team has built a Higher-Ed Program Intelligence Platform that provides actionable learner and program insights for a complete view of learners, cohorts, and academic programs. Our company is backed by growth equity firm Updata Partners, and we acquired One45, a healthcare education software company, in 2021.

Thank you for considering Altus as your next workplace!