Client Success Manager

**About Showpass**:At Showpass, we’re reigniting the joy of live experiences. Showpass is Canada’s fastest-growing event ticketing and live experience platform. From concerts to festivals to comedy shows, our mission is to empower event organizers with the tools to elevate the fan experience.

As one of Canada’s top tech scaleups, we’re shaping the future of live experiences. We’re a curious and passionate group of innovators who move fast, take ownership, and thrive on solving hard problems in a constantly evolving industry.

**Title**:Client Success Manager (CSM)

**Location**: Calgary, AB

**Reports To**: Client Success Lead

**Recognition we’re proud of**:

- Canada’s Most Admired Corporate Cultures 2024 Winner
- CanadianSME Fastest Growing Company 2024 Winner
- #20 on Deloitte’s 2024 Technology Fast 50 list
- CEO named Avenue Magazine’s Top 40 Under 40

**Role Overview**:As a Client Success Manager, you’ll propel with client growth through product adoption and strategic relationship management. You’ll provide training, product recommendations, manage renewals, and build long lasting client relationships.

**What You’ll Do**:

- Propel growth and enhance product adoption within an assigned portfolio of clients, ensuring they fully leverage the platform's capabilities
- Utilize project and time-management strategies to balance multiple competing requests efficiently
- Develop and deliver comprehensive onboarding, training, and customized implementation plans to facilitate successful platform integration for both new and existing clients
- Cultivate and maintain strong client relationships through phone, video, and in-person meetings (some after-hours and weekend calls will be expected for critical client issues)
- Design and assist in ticketing setups for clients with complex or high needs, ensuring seamless operations
- Ensure proper procedures for on-sale and onsite setups for high-volume events are met
- Act as a trusted advisor, recommending best practices, products, and opportunities for client expansion
- Assist in offering recommendations and troubleshooting support for items such as hardware and web integrations
- Identify client roadblocks; outline, present, and implement innovative solutions to enhance retention and engagement
- Track and report on client health status, feature adoption, and roadblocks, providing actionable insights
- Communicate client feedback to the product team and suggest new features or improvements
- Conduct financial reconciliations and assist with creating custom reports to meet client needs
- Execute and manage client renewals in alignment with the expiry schedule, ensuring ongoing relationships are maintained
- Provide on-site event support when required; including but not limited to; training and hardware setup, sometimes during evenings or weekends
- Build lasting partnerships and transform Showpass clients into enthusiastic Showpass ambassadors
- Perform quarterly business reviews for clients

**What You Bring**:

- The desire to work in a challenging environment - you love to hustle and will thrive in a fast-paced start-up environment
- A self-starter, driven with a strong growth mindset and attention to detail
- Minimum 2 years of experience in relationship management or client success preferably in a tech-focused environment
- A proven track record of receiving or exceeding exceptional client feedback
- Ability to work independently while keeping multiple stakeholders and teams connected
- Experience working for a technology company in a B2B2C industry is an asset
- Ability to respond to client communications on time
- Strong organizational and process-oriented skills
- Excellent verbal and written communication skills with the ability to problem-solve critical roadblocks
- Intermediate level Excel experience (able to manipulate data, and combine multiple datasets into a single source)
- Strong interpersonal skills - you must be empathetic and understanding of client/customer needs with the ability to navigate difficult conversations with poise and empathy
- Ability to maintain a calm, positive and friendly attitude when dealing with clients and customers, especially in difficult situations
- Post-secondary education is an asset
- Must be available for rotating weekend on-call shifts

**Why Join Showpass**:
We’re not just another ticketing company - we’re building the next generation of event tech. As a Client Success Manager, you will build relationships and directly impact the success of forward-thinking clients across music, sports, comedy, arts and more.

In addition, you’ll enjoy:

- Competitive compensation and performance bonus
- Employee Stock Option Plan
- Unlimited PTO
- Daily breakfast & lunch from our in-house Chef
- Comprehensive benefits plan (incl. generous health & wellness spending account)
- Annual Learning & Development allowance & monthly “Curiosity Talks”
- Quarterly team bonding & annual hackathon
- Insider Pass event credits to experience