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

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

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 fan