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Customer Success Lead - Viralspace.ai

Position Details
Location San Francisco
Commitment Full-time
Team Viralspace

At Viralspace, we use AI to help marketers make data-driven decisions about their ad creative. Since joining forces with Smartly.io in May, we have increased our customers by more than 5x, increased customer success headcount by 4x, and increased revenue by more than 3x. We're growing quickly and aim to accelerate this pace in 2022.

Given this growth, we're looking for a highly motivated and experienced individual to lead the Viralspace customer success team. Together with Viralspace's co-founders, you'll be responsible for millions of dollars of Viralspace revenue. You will be the direct manage of Viralspace CSMs and integral in shaping our processes. This position reports to the Head of Product for Viralspace who is based on San Francisco.

We're still a startup, so expect ambiguity. Our processes are still being formed and nothing is yet "business as usual". Along with this, expect room for growth as our CSM team is projected to grow to 15+ in the next year.

For transparency, you can expect another Lead position to open some time in 2022.

As a Customer Success Lead, you will...

  • Ensure high quality customer experience to new and existing customers
  • Build strategic relationships and position yourself as a trusted advisor to key customers
  • Improve platform and services adoption rate and minimize customer and revenue churn
  • Shape the use cases and training playbook for Viralspace products, in close collaboration with product
  • Proactively identify and take action on bottlenecks and areas of improvement within customer success
  • Collaborate with product, sales, customer success engineering, leadership, and other relevant teams across the company to solve bottlenecks in a scalable way
  • Maximize employee engagement and skills development within your team
  • Ensure Smartly.io and Viralspace values are built deep into daily behavior of your team

We're definitely looking for you if you have...

  • 7+ or more years experience working in Customer Success related role, preferably at a SaaS company
  • 5+ years experience in leading teams within global SaaS and/or marketing automation industries
  • Successful track record working with large, multinational enterprise accounts
  • Experience building a team and training others on commercial and technical product skills
  • Good understanding of social advertising and Viralspace products
  • A proactive mindset and can build your own processes
  • You understand the "why" behind customer requests, and can work with our internal teams to devise creative solutions to customer problems while understanding resource constraints
  • Bonus:
    • Live in the Bay Area or willing to relocate by 2022 (hybrid work setup)
    • You've worked in Customer Success at a fast-growing startup before

About Viralspace

At Viralspace, you'll be joining a nimble startup backed by a much more established company on the path to IPO. We're a Bay Area-based startup that came out of Stanford and operated independently since 2019. We recently joined forces with Smartly.io, the leading social advertising automation tool, to lead their creative optimization efforts. Viralspace will remain an independent business line backed by all of the incredible resources, talents, and customers of Smartly.io. It's an exciting time to join as our customer base is growing exponentially! Over the next two years, we'll work on product integration with Smartly.io, but some form of customer success role will always remain in-house.

The #1 factor that drives performance for digital ads is the creative, yet the creative decision-making process today is based on little more than guesswork. At Viralspace, we're changing that by using AI to help marketers make data-driven decisions about their ad creative. We use computer vision to tag millions of features across a brand's past ads, then present insights in a variety of AI-based software tools. Marketing teams at companies like TechStyle, Uber Eats, Shapermint, and Smile Direct Club are our customers.

#LI-MD #LI-Hybrid

 

Meet Smartly.io

Bringing brands and people together smartly. We are building a platform that combines media buying, creative, and data to automate every step of digital advertising.

We manage 2.5B€ in ad spend and serve more than 650 brands worldwide, including eBay, Uber and TechStyle. Our technology liberates marketers from manual work and allows them to focus on what matters. 

As a fast-paced growth company, Smartly.io offers opportunities to maximize your learning and amplify your impact. With colleagues from 62 nationalities, you'll work in a collaborative and inclusive environment built on a culture of trust, transparency, and feedback. Join our global team of over 600 Smartlies in reshaping the future of marketing. Learn more at smartly.io/careers and smartly.io/our-leadership-and-culture.

We are a hybrid workplace where Smartlies have the flexibility to work at the office, from home, or a bit of both. We also offer programs for short-term remote work globally. 

We are currently running fully remote recruitment processes due to the global pandemic. Read more here.

Reasonable accommodation for people with disabilities

Smartly.io is committed to providing reasonable accommodations for qualified individuals with disabilities or special needs in our job application procedures and working environment. If you need assistance or have any questions please contact us at accommodations@smartly.io.

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Customer Success Lead - Viralspace.ai

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