Sr Manager, SMB Customer Success

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.

• →Team Leadership & Development: Lead, mentor, and develop a high-performing team of Customer Success Managers and Global Support specialists. You will be responsible for scaling the team, defining career paths, and fostering a customer-centric, results-driven culture.
• →Strategic & Operational Ownership: 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.
• →Customer Success Strategy: Design and execute scalable success strategies that increase product adoption, drive user engagement, reduce churn, and create expansion opportunities. This involves balancing high-touch, strategic engagement with digital-first, automated success motions to effectively serve the entire user base.
• →Process Improvement & Scalability: 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.
• →Strategic Cross-Functional Partnership: 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.
• →Data-Driven Performance Management: 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.
• →Customer Advocacy & Relationship Management: 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.

• 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.
• Marketing Technology & Services Experience: 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.
• SMB & Franchisee Focus: 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

• This is a hybrid role based in our Midtown Manhattan office, with a minimum of 3 days per week required in person.
• This role will require infrequent travel to our offshore office in India, where members of the team are based.

Learn more about Eulerity and our team here!