VP of Customer Success

 

About UPshow

UPshow is the leading in-venue consumer engagement platform 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 business to entertain, engage, and inform guests within the venue using social media and screen-to-mobile technology. 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 looking for a VP of Customer Success to drive the vision and strategy of the customer success team for a product that’s rapidly changing the way businesses do TV. This role reports directly to UPshow’s CEO and will be counted on to ensure the satisfaction of our clients. This person must be a proven leader who will help build a world-class customer success function.

 

Responsibilities

The successful candidate will lead the following initiatives:

  • Develop and execute the vision and strategy for driving ARR growth and retention

  • Build, manage, and mentor a team of customer success managers

  • Create and enhance existing processes across our customer success

    platform to minimize attrition, improve customer satisfaction and enhance

    efficiencies

  • Continuously track and communicate performance metrics to senior

    leadership team and internal stakeholders

  • Work closely with the other members of the leadership team, such as the

    sales and product teams, to identify ways to best serve our customers’ needs

 

Qualifications

BASIC REQUIREMENTS

  • Builder’s Mentality – This person will enter the company during a period of rapid growth and will be expected to lead and make a meaningful impact

  • Results-Driven – This person should always put UPshow partners first and will be expected to listen to our customers intently, unleash creativity and delivery extra-ordinary results

  • Interpersonal Skills – Excellent internal/external communication skills and strong emotional intelligence are a must, as this person will be collaborating with colleagues across multiple functions daily

  • Analytical Skills - This person must have a strong attention to detail will be required to analyze processes and think strategically to achieve business goals

  • Management Skills – This position will be responsible for leading, mentoring, motivating, and expanding the customer success team

  • Adaptability – This person should be energized and excited by working in a fast-paced environment and be able to effectively manage the priorities of the creative team as changes occur

PREFERRED SKILLS & EXPERIENCE

  • Bachelor’s degree required

  • 8-10 years of experience, including previous experience leading the customer

    success function, preferably at a mid- to large size SaaS company.

  • Relevant experience managing and developing teams

  • Experience serving the hospitality, fitness and/or health industries would be ideal.

  • Proficiency with Salesforce or related CRM

Special Benefits

  • Dog-friendly office

  • Cold brew on tap

  • Friday Happy Hour

  • Convenient Loop location close to the Clark/Lake and Metra stations

 

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