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.
Top Skills
What We Do
We help make your events great!
Showpass is a venue and event management software company building next-generation tech to empower anyone running ticketed events with the tools to make a bigger impact on their customers. Our tools combine cutting-edge software and hardware for seamless online and offline sales, while delivering event management operational tools on the same integrated platform.
But what makes us different?
Showpass offers a unique platform for collaboration between the key groups that power events. From venues, to organizers, to street teams, to attendees, we are focused on bringing people together through the magic of live events. We also happen to be powered by the most talented team in the industry, fostering innovation, creativity and disruption. These pillars support the Showpass culture which is built on a love for events, and all things food. That’s what makes us the fastest growing Canadian ticketing company.
For Interviews, Press kits, and other inquires please contact [email protected]
