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Eulerity · 8 hours ago

SMB Growth Marketing and Retention Lead

NYC Metro Area

Full-time

Hybrid

Senior Level, Lead/Staff

$100K/yr - $150K/yr

8+ years exp

Eulerity is an innovative marketing automation AI platform that helps multi-location enterprises optimize their digital advertising efforts. The SMB Growth Marketing and Retention Lead will lead a team of Customer Success Managers, develop strategic success strategies, and drive operational excellence to enhance customer experiences.

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

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

Act as a key partner to Brand Strategist and Customer Success leadership teams

Define, monitor, and report on key performance indicators (KPIs) for the team

Cultivate strong relationships with key stakeholders, including franchise leaders and multi-unit owners

Qualification

Customer Success ManagementMarketing Technology ExperienceData-Driven Decision MakingDigital Advertising ExpertiseCRM Tools ProficiencyTeam LeadershipAnalytical SkillsProcess ImprovementRelationship 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

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