Team Lead

Summary

Join Eulerity, an innovative marketing automation AI platform, as an Associate Director of Customer Support! Lead and scale our franchisee and local user support functions, overseeing a team of Customer Success Managers. You will drive execution, ensure users maximize platform value, and implement scalable support strategies. This role requires strong leadership, operational management, and cross-functional collaboration skills. The ideal candidate possesses extensive experience in customer success and support, with a proven ability to manage and optimize teams. Eulerity offers a competitive salary and comprehensive benefits package.

Requirements

• 5+ years of experience in Customer Success, Support, Account Management, or related roles, with at least 2+ years of leadership experience
• Strong understanding of customer success and support at scale, including automation, digital engagement strategies, and self-service enablement
• Proven ability to manage and optimize teams and processes that drive efficiency and customer outcomes
• Data-driven mindset with experience using metrics to inform strategy and drive improvements
• Exceptional communication and relationship-building skills, with the ability to engage and influence stakeholders at all levels
• Experience working cross-functionally 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

Responsibilities

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

Preferred Qualifications

Experience supporting franchise businesses or multi-location brands preferred

Benefits

• Comprehensive benefits Medical Insurance
• Dental Insurance
• Vision Insurance
• Summer Fridays
• Unlimited PTO
• Commuter benefits
• 401(k) with company match
• Remote