Customer Success Manager at UPshow

| Chicago | Remote
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About the Role: 

The Customer Success Manager (CSM) is part of the UPshow Customer Success team and works with UPshow’s enterprise-class (large) customer base. The objective of this role is to:  (1) drive greater / faster adoption of the platform across current customers; (2) achieve 90%+ customer retention; (3) deliver strategic counsel and ideation and (4) provide a seamless and effective onboarding of new customers.  CSDs provide a blend of: strategic counsel; industry acumen; innovation, detail-orientation and technical prowess.  

Simply put, you are the face of UPshow.  Not only will you be an advocate and trusted partner to your clients, but you will be relied upon as an industry expert within one of the following verticals: Hospitality, Fitness & Healthcare.

About You:

  • You’re creative, innovative and obsess over how to help your customers differentiate themselves in the marketplace
  • You’re at your best sitting in front of a blank slate.  You thrive in an environment of unknowns and take pride in being a thought leader
  • You're a problem solver. You’re confident in your decision-making abilities and comfortable thinking on the fly
  • You genuinely care about the success of your clients
  • You are able to clearly articulate feelings and ideas in a way that influences people
  • You’re extremely organized and excel when you have more on your plate



  • Partner with named customers to understand their strategic goals and objectives
  • Implement creative ideas that utilize the UPshow platform to help customers realize material economic gains (e.g increased revenues) and provide experiential advancements causing their customers to visit with greater frequency and recommend them to their friends and family
  • Use insights from the UPshow platform to provide strategic recommendations
  • Create tailored Account Plans and business reviews that provide clear feedback on progress to goals and objectives
  • Actively communicate product updates and relevant features to customers in order to set expectations and manage their experience.
  • Cultivate and develop close working relationships with Executives, GMs, Office Managers, and other key stakeholders
  • Work collaboratively and assist with customer support to ensure the customer experience (help desk tickets, customer wait time, etc.) is optimized and synergized with the accomplishment of customer outcomes (utilization, adoption, etc.).
  • Discover customer pain points and advocate for them internally to influence product changes



  • Bachelor's Degree
  • 5 - 7+ years of Customer Success, Account Management or Sales experience
  • Bonafide experience in interacting and influencing with the C-suite
  • Experience in a role as a Consultant from a top Consulting Firm is a plus
  • Experience managing your own book of customers including onboarding, monthly touchpoints, and QBRs
  • Action-oriented and ability to work well with ambiguity

About UPshow: 

UPshow  is one of the midwest’s fastest growing SaaS companies, achieving 75%+ revenue growth each of the last four years.  UPshow’s current organization of approximately 60 people is forecasting  even faster revenue growth over the next several years.  UPshow serves some of the largest companies in the Hospitality, Fitness and Health Care industries.  Examples include:  Buffalo Wild Wings, Chick-fil-A, Kaiser Permanente, Crunch Fitness, ATI Physical Therapy, Burger King and Sodexo.

UPshow, the leading in-venue entertainment and marketing platform, is the first and only provider of white-labeled, digital interactive networks for retail and hospitality brands to engage customers and employees directly from their mobile devices.

UPshow’s technology makes it simple for large brands to build and launch engaging and promotional experiences on thousands of in-venue TV screens creating a revolutionary in-venue network that drives customer and employee behaviors at the point of action.

UPshow gives our customers the ability to control what actually goes up on their screens by allowing them to program hyper-local, brand-relevant content such as sports, news, e-gaming, sports odds/betting, viral videos, pay-per-view content, RSS feeds, social media, and interactive games.

We help increase the number of new customers, the check size of their current customers, and the frequency in which customers come back and visit. With over 500 entertainment channels, UPshow is actively growing its content library with the most prolific rights owners.

UPshow’s cloud-based content management system gives our customers complete control on how they program the experiences and offers on these networks, including by day-part, by region, venue, and even down to the individual screen, all done remotely. UPshow’s customers can run fleets of A/B tests and use UPshow’s rich data & analytics capabilities to measure and optimize user behaviors. Retailers choose from available templates and content in UPshow’s library and create their own offers and marketing messages to display in harmony with entertaining content.

UPshow's customers include hospitality, fitness, entertainment, and healthcare venues such as Burger King, Buffalo Wild Wings, Anytime Fitness, Dave and Busters, Chick-fil-A, MD Now, UFC Gyms, Dunkin Donuts, Sky Zones, and ATI Physical among others. Its network spans more than 25,000 screens in venues around the world and is doubling in size every year.

As examples, Buffalo Wild Wings uses UPshow to operate their own BWW-branded “OT Channel”. Burger King uses UPshow to operate the BK-branded “KingBoard”. UPshow technology allows brands to create integrated TV-to-mobile activation experiences that drive new behaviors and commerce inside of their venues. The platform’s analytics display and measure the usage and ROI of all the content and interactive offers on these retailer-owned networks.

Through UPshow, retailers are learning that controlling their own networks in this way can be more valuable than using traditional linear TV or regular digital signage, by driving increased business results.

Benefits and Perks: 

  • Competitive Compensation 
  • Stock Options
  • Medical, dental, vision, life, and short-term disability insurance
  • Professional Development Programs
  • Access to senior management and mentoring opportunities
  • Employee Recognition Program
  • Unlimited PTO
  • Paid Parental Leave
  • Mental Health and Recharge Days 
  • 401k Match
  • Pre-tax Transportation
  • Summer Fridays
  • Employee Assistance Program
  • Work from Anywhere policy, to respond to an ever-changing work climate
  • Virtual Social Events including: Team Wins and Highlights from the Month, Cultural and Diversity Spotlights, and Happy Hours

This is a chance for you to join a challenging and inspiring environment where you will have the possibility to make a daily impact. Every day you will work alongside helpful and down-to-earth colleagues who are dedicated and ambitious. Together we create an innovative environment that drives UPshow forward. If you are the right person for the role you will be part of a fantastic journey in a dynamic, high-growth business.

We look forward to your application.

UPshow is an equal opportunity workplace and an affirmative action employer. 

We are always committed to equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. Discrimination is not welcome on the basis of any other status protected by the laws or regulations in the locations where we work. #BI-Remote

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Chicago, IL 60126

An Insider's view of UPshow

What’s the vibe like in the office?

Our “office” takes shape both virtually and in-person. If you’re sitting across the table or sitting in a different country, you can always ask a teammate for help. Our team is very collaborative across departments because we know the best work is produced when we flex each other's skills.


Creative Strategist

How do you collaborate with other teams in the company?

Working on the product team, collaboration is an important part of my job. Whether it's working with the CS team to ensure we address customer issues or getting ahead of a new feature to help the sales team hit their goal, I work with other teams to better understand our customer needs in order to make a better product.


Product Manager

How does the company support your career growth?

Since joining UPshow last year, I've been provided with the resources and environment to be the best me. I have the pleasure of working with an incredibly supportive team and I was provided with the opportunity to complete an advance scrum/PM training. I’m privy to the goals I need to work towards each month in order to advance in the company.


Product Manager

How do your team's ideas influence the company's direction?

Our creative team is incredibly influential when it comes to the UPshow brand and product. Our product designers are reinventing how content appears on our screens with motion design, while making it easier for customers to schedule entertainment and promotions with UX/UI. Campaigns and brand assets are built by our marketing designers each day.


Chief Creative Officer

What are UPshow Perks + Benefits

Volunteer in local community
Employees are encouraged to suggest different organizations to work with and support throughout the year.
Friends outside of work
Eat lunch together
Intracompany committees
TeamUP, a committee of volunteer employees, comes together weekly to work on D&I, development, events and other initiatives that create the culture we are so proud of.
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Diversity manifesto
Mean gender pay gap below 10%
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Our dental plan covers 75% of premiums for employee + family.
Vision Benefits
The vision benefits plan covers annual eye exams with $150 for glasses and contact lenses.
Health Insurance Benefits
UPshow's health insurance policy covers 75% of premiums for employee + family.
Life Insurance
Team workouts
With a discounted rate at Chicago Athletic Clubs and fitness customers all around the city, our team never hesitates to sweat it out together.
Mental Health Benefits
Retirement & Stock Options Benefits
401(K) Matching
Company Equity
UPshow offers stock options through its employee equity plan, including a 4-year vesting schedule with a 1-year cliff.
Performance Bonus
UPshow's performance bonus plan awards employees when they meet targets set by their direct manager.
Child Care & Parental Leave Benefits
Child Care Benefits
Generous Parental Leave
UPshow offers 12 weeks of paid parental leave for new parents plus 4 weeks flex-time to ease back into work.
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Return-to-work program post parental leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
UPshow offers unlimited paid time off.
Paid Holidays
Paid Sick Days
Our unlimited paid time off policy includes sick days.
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Whether it's visiting a customer venue, getting creative with offsite brainstorms, or celebrating a milestone out on the town, Team UPshow works hard and plays hard.
Stocked Kitchen
Healthy snacks? Comfort food? Multiple flavors of LaCroix? Whatever your preference, our kitchen always has something to keep you going. 
Some Meals Provided
We provide catered lunch from some the best spots in the city during our monthly UPshow and Tell.
Happy Hours
Unwind with the team and enjoy a cold bottle of beer, seltzer, or ginger ale during our Friday happy hour.
Pet Friendly
UPshow has been called the Most Pet Friendly company in Chicago! If your pet is friendly and well-behaved, we welcome them as a part of our team. Check out some of our office pets on our Instagram!
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
We host a monthly UPshow and Tell where employees gather to share their interests and passions outside of work. Lunches are catered by local hot spots.
Cross functional training encouraged
Promote from within
Mentorship program
Continuing Education stipend
Online course subscriptions available
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