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Eulerity · 3 months ago

Lead, SMB Growth and Retention

New York, New York

Full-time

Hybrid

Director/Executive

$100K/yr - $150K/yr

8+ years exp

Eulerity is an innovative marketing automation AI platform designed to assist multi-location enterprises in optimizing their digital advertising efforts. The Lead, SMB Growth and Retention will be responsible for leading a team of Customer Success Managers, developing strategic customer success strategies, and enhancing customer relationships to drive product adoption and retention.

AdvertisingInternetMobile Apps

Growth Opportunities

Responsibilities

Lead, mentor, and develop a high-performing team of Customer Success Managers and Global Support specialists

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

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

Qualification

Customer Success ManagementMarketing Technology ExperienceData Analysis SkillsPeople ManagementDigital Advertising ExpertiseCRM Tools ProficiencyCommunication SkillsRelationship BuildingCross-Functional Collaboration

Required

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

Direct experience supporting local SMBs is required

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 platforms (e.g., Zendesk), CRM tools (e.g., Salesforce, HubSpot), and digital engagement tools

Preferred

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

Experience working with franchisees within a multi-location system is a significant plus