Manager, Customer Success: Enterprise

Manager, Customer Success: Enterprise

Location Qualifications: London, Ghent, Munich

Position Overview:

The Customer Success team is on a mission to help customers grow by driving value, delivering top-notch support, challenging the status quo and working out creative solutions to our customers’ problems.

As Showpad has developed and established itself as a leader in revenue enablement software, so too has our CS division evolved, moving from being reactive to a strategic partnership model. Our CS teams strive to understand what our customers’ sales, marketing and engagement teams need and function as a trusted advisor and proactive solution provider to help them achieve their goals.

In this role you will be managing the Enterprise segment across multiple EMEA subregions, consisting of 5-8 Customer Success Managers. This should provide an opportunity to define what good looks like with your US & EMEA CS counterpart(s), your sales counterparts and your team.

Key Responsibilities:

You will be a success in the role if your first year and beyond if you are able to achieve the following:

• Foster a customer centric, people first team culture
• Continue to reduce customer churn rates in the EMEA Enterprise book of business
• Drive expansion and upsell revenue from the Enterprise book of business. This will be through managing your team and cross functional collaboration with other teams and individuals including Professional Services and the Account Executives
• Coaching and mentoring your team of CSMs into a self sufficient team through 1:1s and empowering them to develop individually
• Recruit, develop and retain a highly engaged and high performing team
• Being viewed by Showpad customers as a leader in your field
• Taking ownership of projects and making improvements to the CS team’s way of working

Minimum Requirements:

• Customer Success/Account Management experience in a complex/enterprise/software environment
• Experience developing & coaching a team to achieve maximum impact
• Ability to drive customer renewals that result in mutually beneficial solutions for customers & Showpad
• Commercial acumen to identify growth opportunities and collaborate with sellers to close these
• Be the first escalation point for your team and customers, meaning you are willing to go the extra mile to deliver results for your team, customers & Showpad
• Strong problem solving ability; ability to solve problems from all angles and provide support & coaching to others for their challenges
• Able to prioritize based on data and experiences; able to coach and support the team to do the same.

About the Company:

In the old days, traveling salespeople hit the road with only a suitcase and a smile. And as times—and technology—have changed, Showpad has emerged as the industry-leading solution for modern selling that improves those classic tools of the trade.

In our case, the suitcase is more than a decade of expertise building the premier revenue enablement platform, one that continues to influence the direction in which the industry is evolving. And the smile? Well, that’s the people oriented culture that surrounds everything we do.

We bring in great individuals, but we always play as a team. We’ll enable you to grow like never before, and we’ll grow with you, too. We are a European-born company with a global impact, but we like to keep things simple.

We are passionate and bold as well as humble and authentic. We empower each team member to be their true selves. We take ownership, and we also take vacations. And although we value constant improvement and frequent platform updates, we try not to deploy on Fridays.

That’s why Showpad does more than drive impactful buying experiences. We take serious care of our people, but never take ourselves too seriously.

What you can expect from Showpad

We welcome every voice and are committed to building a truly inclusive environment where your differences are not just welcomed, they are celebrated. We’re building a best-in-class experience for our employees and are always identifying opportunities to encourage our team to be their authentic selves. Whether that’s paid parental leave, paid holidays (including Juneteenth and paid time off to vote), paid time off to volunteer at non-profit organizations, personal development opportunities or professional stretch assignments, you can expect Showpad to support you.

Showpad’s Commitment

We are committed to creating a diverse and inclusive organization and are proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, age, veteran status, or other dimensions of identity.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.