Lead, Network Retention and Adoption at Eulerity

New York, New York, United States

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Marketing Automation, Digital Advertising, FranchiseIndustries

Requirements

8-10+ years of experience in Customer Success, Account Management, or a related client-facing role
5+ years of direct people management experience, with a proven track record of hiring, coaching, and scaling a team
Proven experience in a role providing marketing services or supporting clients using marketing software. Expertise in digital advertising is strongly preferred, though experience with email marketing, SMS, or other digital marketing platforms is also valued
Direct experience supporting local SMBs is required. Experience working with franchisees within a multi-location system is a significant plus
A deep understanding of building customer success and support functions at scale, including automation, digital engagement, and self-service strategies
A strong understanding of deploying software tools like chatbots to improve team productivity
Proven ability to develop and implement scalable processes that drive both team efficiency and positive customer outcomes
Strong analytical skills with a demonstrated ability to leverage data to drive strategic decisions and report on team performance
Exceptional communication and relationship-building skills, with the ability to engage and influence stakeholders at all levels, from individual users to executive leadership
Experience working in a highly cross-functional environment with Customer Success Leadership, Product, Sales, and Marketing teams
Proficiency with Customer Support tools

Responsibilities

Lead, mentor, and develop a high-performing team of Customer Success Managers and Global Support specialists. Scale the team, define career paths, and foster a customer-centric, results-driven culture
Develop and implement the strategic vision for the franchisee support and success function. Drive operational excellence by designing, refining, and scaling processes to deliver a seamless customer experience from onboarding to advocacy
Design and execute scalable success strategies that increase product adoption, drive user engagement, reduce churn, and create expansion opportunities. Balance high-touch, strategic engagement with digital-first, automated success motions to serve the entire user base
Proactively identify and implement improvements to team workflows, tools, and reporting. Establish best practices and build a scalable infrastructure to support a growing number of franchisees and local users
Act as a key partner to Brand Strategist and Customer Success leadership teams. Aggregate and relay critical insights from the franchisee level to inform account strategies, identify risks, and uncover growth opportunities
Define, monitor, and report on key performance indicators (KPIs) for the team, including adoption rates, retention, resolution times, and customer satisfaction. Use data to inform strategic decisions, forecast team needs, and demonstrate value
Cultivate strong relationships with key stakeholders, including franchise leaders and multi-unit owners. Serve as a senior point of contact and an advocate for their needs, ensuring their feedback informs our product and service strategy

Skills

Key technologies and capabilities for this role

Team LeadershipMentoringCustomer SuccessProduct AdoptionChurn ReductionUser EngagementProcess ImprovementKPI ReportingStrategic PlanningCross-Functional CollaborationOperational Excellence

Questions & Answers

Common questions about this position

What experience level is required for this role?

The position requires 8-10+ years of experience in Customer Success, Account Management, or a related client-facing role, including 5+ years of direct people management experience with a proven track record of hiring, coaching, and scaling a team.

What specific industry experience is preferred?

Proven experience in a role providing marketing services or supporting clients using marketing software is required, with expertise in digital advertising strongly preferred, and experience with email marketing, SMS, or other digital marketing platforms also valued.

What is the salary range for this position?

This information is not specified in the job description.

Is this role remote or does it require office work?

This information is not specified in the job description.

What does the company culture emphasize for this role?

The role involves fostering a customer-centric, results-driven culture while leading and developing a high-performing team.

Eulerity

Automated marketing platform for digital advertising

About Eulerity

Eulerity provides automated marketing solutions that simplify digital advertising for businesses, particularly franchises and large enterprises. Its main product is an all-in-one marketing platform that automates the execution of established marketing strategies, allowing clients to manage complex advertising campaigns efficiently. The platform includes a creative suite with a library of editable templates and stock images, enabling users to create professional advertisements without needing design skills. Unlike competitors, Eulerity focuses on optimizing advertising budgets through advanced algorithms, ensuring clients spend their marketing dollars effectively. The company's goal is to enhance advertising performance and provide continuous access to the latest marketing technologies through a subscription service.

New York City, New YorkHeadquarters

2017Year Founded

$1.9MTotal Funding

EARLY_VCCompany Stage

Consumer Software, Enterprise SoftwareIndustries

51-200Employees