Showpad is hiring a

Director of Customer Success

San Francisco, United States

About Showpad

We believe in the power of content to move people and inspire them – to start conversations and win them over. Every time a piece of content is locked away in some repository – internal servers, email inboxes, or cloud apps – we die a little inside. It can live up to its potential only if it can be easily found, shared, and used in the right place, at the right time, with the right audience.

Showpad activates content for over 850 companies around the world, including Johnson & Johnson, Fujifilm, Audi, Intel, and Kimberly-Clark. Our goal remains the same as ever: We won’t stop until every company has the opportunity to accelerate their business and elevate their brand through effective content.

About the position

At Showpad, we believe in creating customers for life! We are building an extraordinary Customer Success organization, ensuring that each and every one of our customers receives the highest return on their investment.

If you have exceptional customer centricity, a motivational management style, analytical skills, and are truly passionate about customer advocacy with a track record to talk about – we have the job of a lifetime for you!

Reporting to the Vice President of Customer Success  you will be responsible for leading a high-performing Customer Success team, serving as an advocate, and a liaison between our customers and our internal Showpad teams.

Key responsibilities as a Director of Customer Success at Showpad

  • Create and drive tools and process with the CSM team to ensure deep engagement and lifetime value of our customers
  • Recruit, develop and manage CSM’s in the North America
  • Serve as 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
  • Ensure all North American customer renewals

Skills we are looking for

  • 5+ years experience building and leading a Customer Success organization
  • Proven ability to motivate and focus a team while developing individuals
  • Significant enterprise/large account Customer Success experience
  • Hands-on experience implementing technology products for use by external customers
  • Drive NPS and customer satisfaction results and created programs that increase these elements
  • Experience with cloud-based/SaaS solution offerings and ability to articulate the benefits of SaaS
  • Enthusiastic and creative leader with the ability to inspire people
  • Ability to drive customer renewals and customer success
  • Experience in creating a performance and metrics focused culture
  • Relevant Bachelor's Degree

What you can expect from Showpad

On the outside, we’re redefining how companies use content; on the inside, we’re redefining the workplace. Showpad is a global company where personalities and cultures across oceans collide to create something extraordinary. In the morning we’re drinking San Francisco Blue Bottle coffee with Portland doughnuts; in the evening – Belgian tripel Westmalle and English scones.

 

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