VP of Customer Success
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.
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
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
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
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 firstname.lastname@example.org. 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.