Job Description

Position Overview

• Location Type: Remote
• Employment Type: Full-time
• Salary: Not specified

Eulerity is an innovative marketing automation AI platform built to help multi-location enterprises streamline and optimize their digital advertising efforts. Our platform is trusted by well-known franchise brands—spanning fitness, food & beverage, retail, and more—to manage campaigns across their local markets. At Eulerity, we are passionate about harnessing the power of technology and artificial intelligence to simplify marketing for businesses of all sizes.

We are seeking a strategic and customer-focused Associate Director of Customer Support to lead and scale our franchisee and local user support functions. This individual will oversee a team of Customer Success Managers (CSMs) responsible for both high-touch, strategic support and high-volume, scalable success motions, as well as our global support team that ensures timely and effective assistance for our users. The ideal candidate is a proactive leader who excels at managing teams, driving execution, and ensuring franchisees and local users maximize the value of Eulerity’s platform.

Responsibilities

Team Leadership & Management

• Manage, mentor, and scale a team of Customer Success Managers and Global Support team members focused on onboarding, adoption, and strategic support for franchisees and local users.
• Foster a high-performance, customer-centric culture.

Execution & Operational Management

• Oversee the day-to-day operations of the Customer Support teams, ensuring alignment with company goals and delivering a seamless experience for franchisees and local users.

Customer Success & Support Strategy Implementation

• Execute scalable success and support strategies to drive engagement, increase adoption, reduce churn, and expand customer value.
• Ensure balance between high-touch 1:1 engagement and digital-first, automated success motions.

Process Optimization & Standardization

• Ensure the team follows established processes and best practices while identifying opportunities for refinement and increased efficiency.

Cross-Functional Execution

• Collaborate with the Brand Strategist and Customer Success leadership teams to relay account insights, risks, and growth opportunities at the franchisee and user levels, helping to inform and refine overall account strategies and identify potential areas for expansion.

Metrics & Performance Management

• Monitor and drive key success and support metrics, including adoption rates, retention, resolution times, and expansion opportunities.
• Use data-driven insights to refine customer engagement strategies.

Customer Engagement & Advocacy

• Ensure the team maintains strong relationships with franchise leaders, Mult-unit owners and key stakeholders, advocating for their needs while aligning with Eulerity’s business objectives.

Qualifications

Experience

• 5+ years of experience in Customer Success, Support, Account Management, or related roles, with at least 3 years in a leadership position.