Customer Success Manager

 

About UPshow

UPshow is the leading in-venue social media display network in the United States.  With thousands of screens in venues (health clubs, restaurants, sports bars, and leading family attractions like Navy Pier) across the country, UPshow allows patrons to display their social media posts instantly on TVs within the venue. UPshow gives businesses a vastly increased social media presence by maximizing the customer posts inside their venues. In doing so, we enable businesses to automatically build a database of customers that they can connect with over social media, invite back, and encourage to stay longer and spend more.

 

About the Role

UPshow is seeking an experienced Customer Success Manager that is a creative, problem-solving, people-person who is passionate about the future of engaging customers at the point-of-action. The Customer Success Manager (CSM) is part of the UPshow Customer Operations team and works together with an Account Executive to serve our largest enterprise clients. The objective of this role is to drive adoption of the UPshow platform within our customers and act as a trusted advisor to our customers in order to help them create and achieve objectives and goals through our platform and beyond.

The CSM serves as a key project manager to assigned accounts, to support effective onboarding and complex implementation of products, services and training to new and existing customers. In particular, the CSM will develop and own relationships with GMs, Office Managers and other site managers who are responsible for the direct use of the UPshow platform.

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 immersed in the industries of UPshow’s key partners, including: hospitality, fitness, health and wellness.

 

Responsibilities

The successful candidate will lead the following functions:

  • Partner with an Account Executive to manage a book of customers from onboarding through retention and growth

  • Monitor customer goals and objectives to reach adoption and engagement targets

  • Use insights from the UPshow platform to provide strategic recommendations

  • Create tailored communication 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 relationships with GMs, Office Managers and other key point-of-action stakeholders

  • Develop and optimize UPshow users through product training programs

  • Discover customer pain points and advocate for them internally to influence product changes.

  • Work collaboratively 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).

  • Analyze important ROI data and develop methods of feedback and targeted improvement plans to ensure customer desired outcomes are achievable

 

Qualifications

Basic Requirements:

  • BA/BS in business management or related field, or equivalent work experience

  • 1 - 3 years relevant experience in customer success industry, consultancy, or project management

  • Strong written and verbal communication skills

  • Strong technical acumen; data analysis skill set required

  • Conscientious and organized

 

What is UPshow?

1. We are on a rapid growth trajectory

2. We want you to grow with the company

3. We offer opportunities to earn equity

4. We are a well-funded technology startup

5. We have a strong leadership team

6. We have an awesome product

7. We have an international footprint of customers

8. We embody the scrappy startup culture that we’ve built & cultivated

9. We never have a dull day because our plates are always full

10. We are located in the heart of downtown Chicago at Franklin and Randolph

 

How to apply

Send your resume to jobs@upshow.tv. The company and team we are building is important to us, so please include a note explaining what you’ve been doing and why you would make a great addition to our team.

 

When people walk into our bar they see UPshow and immediately assume it’s a fun bar!
— Steven Brown, GM, Thirsty Nickel