Description
About Showpad
Showpad is the leading sales enablement platform for the modern seller. Showpad’s all-in-one platform empowers sales and marketing teams to engage buyers through industry-leading training and coaching software and innovative sales content and engagement solutions.
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 receive the highest return on their investment while enjoying collaboration 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. You will be responsible for leading the North American-based Customer Success Management team, serving as an advocate and a liaison between our customers and our internal Showpad teams. The team’s primary responsibility is to manage, renew, and grow our existing customer base.
Key Responsibilities of a Director of Customer Success at Showpad
- Manage and further optimize the customer experience post-onboarding for our different customer segments
- Manage the regional CSM management team
- Create/improve processes and ensure the necessary tools are in place to maximize the 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
- Commercially responsible for churn, adoption of the platform and growth in the North American customer base
- Collaborate globally across departments to achieve targets and improve customer experience
Skills and Qualifications we are looking for
- 2+ years of experience building and leading a Customer Success team
- 5+ years of Customer Success experience in a SaaS organization
- Ability to motivate and focus a team while developing individuals
- Proven track record driving renewal strategies and NPS process; ability to create/manage programs that increase these elements
- Experience in creating a performance and metrics focused culture
- 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.
