Director of Client Success

17 hours ago

Calgary Alberta TH N Canada Showpass Full time

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: Director of Client Success

Location: Calgary, AB

Reports To: CEO

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: You will be a pivotal part of the executive leadership team. You will shape strategy, oversee execution, and build high-performing teams that make Client Success a competitive advantage at Showpass. Reporting directly to the CEO and working alongside other Directors, you'll oversee two critical departments:

  • Client Success Management team (CS Team lead, Client Success Managers (CSMs), CS Ops, etc): driving client retention, renewals, and growth
  • Support team (Client + Customer): delivering scalable, AI-powered support for event organizers and fans

What You'll Do:

  • Lead and scale the CSM and Support teams
  • Drive retention, expansion, and client advocacy
  • Own NRR as the primary success metric for Client Success 
  • Champion and use automation and AI to deliver efficient, world-class support
  • Collaborate with Product, Engineering, Marketing, and Sales on the client journey
  • Act as executive escalation point for complex client opportunities

What You Bring:

  • 10+ years in Client Success, Account Management, or Customer Experience, with 5+ years in senior leadership at a tech company
  • Experience leading both CSM and Support functions (or similar dual scope)
  • Proven track record of driving retention and NRR at scale
  • Strong background in leveraging automation and AI in client and support functions
  • Executive-level communication and collaboration skills
  • Experience excelling in a fast-paced, growth-stage tech environment

Why Join Showpass:
We're not just another ticketing company - we're building the next generation of event tech. As a Director, you'll have a seat at the executive leadership table and help shape the future of live experiences. In addition, you'll get some amazing benefits: 

  • 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 the live events we power
  • Dog-friendly office environment

Showpass is committed to employment equity, welcomes diversity in the workplace, and encourages applications from all qualified individuals. We thank all interested applicants; however, only qualified applicants selected for an interview will be contacted.

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