Manager, Customer Success

| Chicago

About Showpad

At Showpad, personalities and cultures connect across oceans to create something extraordinary. As a top 10 software company in the Inc. 5,000 Europe list, Showpad is changing the game when it comes to sales enablement. Our employees create the engagement and impact that drives our success as we expand globally.

In the morning, we’re drinking San Francisco cold brew coffee with a side of Portland doughnuts – English scones for afternoon tea, and in the evening we’re toasting success with Belgian tripel Westmalle to a Chicago house tune.

About the position

At Showpad, we believe passion for our customers is our most important competitive advantage. We are focused on providing an extraordinary Customer Success experience, ensuring that each and every one of our customers receives the highest return on their investment while enjoying collaborating with our team.

We are currently seeking a customer-centric professional with a motivational management style and analytical skills, who is passionate about customer advocacy. Reporting to the Customer Success Director you will be responsible for leading part of the high-performing Customer Success team, serving as an advocate and a liaison between our customers and our internal Showpad teams. The team is responsible for managing, renewing, and growing our existing customer base.

Key Responsibilities

  • Manage and optimize the ultimate customer experience post-onboarding for our different customer segments.
  • Create/improve processes and ensure the necessary tools are in place to maximize impact and productivity of the team
  • Recruit, develop and manage the very best customer success team
  • Serve as an escalation point for customer issues to ensure they are resolved quickly
  • Ensure customer feedback is communicated internally to enable ongoing improvement of Showpad products and services
  • Use quantitative and qualitative analysis to drive operational excellence in the areas of customer engagement
  • Responsible for churn, adoption of the platform and growth in existing customers from a commercial perspective

Skills and Qualifications we are looking for

At the minimum

  • 2+ years experience building and leading a Customer centric team
  • Proven ability to motivate and focus a team while developing individuals
  • 5+ years Customer Success/Account Management experience in a complex/enterprise/software environment
  • Ability to drive customer renewals and customer success
  • Drive NPS and customer satisfaction results and create programs that increase these elements
  • Experience in creating a performance and metrics focused culture
  • Experience with cloud-based/SaaS solution offerings and ability to articulate the benefits of SaaS is a plus
  • Enthusiastic and creative leader with the ability to inspire people

What you can expect from Showpad

Focus on Impact and Growth

We are building the future in sales and marketing where every sales person is successful. As an international scale-up, we aim for yearly double digit growth that opens many opportunities. We want people who thrive in a fast-paced, performance-driven company, who are not afraid to stretch themselves in a fun environment, and focus on impact and growth.

Read Full Job Description

Technology we use

  • Sales & Marketing
    • WordpressCMS
    • SageCRM
    • SalesforceCRM
    • MarketoLead Gen

Location

Centrally located in the Loop and easy to get to for all commuters. Plus, right above Revival Food Hall, there are plenty of delicious lunch options.
125 S Clark Street , Chicago, IL 60603

Insider's spotlight

What’s the vibe like in the office?

The vibe in our Chicago office is unlike any other startup I've ever been a part of. Everyone is smart, humble and effective. Even though we are all busy, everyone is always willing to offer help or guidance - even if it outside of their wheelhouse. We all genuinely enjoy each other's company and want to see our teammates succeed.

Grace

Office Manager

How do you collaborate with other teams in the company?

Collaboration is absolutely key for my team, since we’re tasked with bringing many different groups together. And as an international organization, we’re building relationships not only across departments, but across the world too. The key for us is to show how we provide value and prove how our collaboration impacts both revenue and culture.

Gauri

Head of Global Business Development and Alliances

What makes someone successful on your team?

On my team, we grit, we grind. We’re resilient and ambitious. We do what it takes to succeed, while ensuring we maintain a thoughtful and genuine approach. We know the buyer experience starts with us and the people that succeed are equal parts authentic and motivated.

Aaron

Senior Manager of Sales Development

What is your vision for the company?

We’re building the future of sales & marketing success, by empowering sales & marketing teams to sell the way buyers want to buy. We’re delivering a better buyer experience, intelligent sales content and an analytics-powered platform that’s smarter than traditional sales enablement.

Jason

President & COO

What are Showpad Perks + Benefits

Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K)
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Volunteer Time
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Some Meals Provided
Happy Hours
Pet Friendly
Fitness Subsidies
Professional Development Benefits
Diversity Program
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