About Showpad

At Showpad, we empower others to be at their best. As a business, that means the Showpad sales enablement platform allows revenue teams to engage buyers through industry-leading training and coaching software as well as innovative sales content and engagement solutions. We provide sales and marketing with the software and support they need to enable their teams, drive more revenue and deliver incredible buying experiences. 

Founded in 2011 in Belgium, Showpad is a team of more than 400 people working from our headquarters in Ghent and Chicago or regional offices in London, Munich, San Francisco and Wroclaw.

As an employer who understands the importance of diversity, we are committed to proudly representing the various identities of the communities in which we work and the clients that we serve. We have been recognized as a top workplace by Built In Chicago, Built In San Francisco and Inc. Magazine,  as a top 10 software company in the Inc. 5000 Europe list and won the award for “Most Sustainable Growth Company” by Deloitte Belgium.

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 Senior Director, 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

• 3+ years of experience building and leading a Customer Success team 
• 7+ 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

We welcome every voice and are committed to building a truly inclusive environment where your differences are not just welcomed, they are celebrated. We’re building a best-in-class experience for our employees and are always identifying opportunities to encourage our team to be their authentic selves. Whether that’s paid parental leave, paid holidays (including Juneteenth and paid time off to vote), paid time off to volunteer at non-profit organizations, personal development opportunities or professional stretch assignments, you can expect Showpad to support you. 

Showpad’s Commitment

We are committed to creating a diverse and inclusive organization and are proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, age, veteran status, or other dimensions of identity.