Customer Success Manager

New York, NY

Imagine if sophisticated market research, complicated customer segmentation, and flawless media plans were just a mouse click away. Sounds like magic—it’s just Lucy. She represents a new advancement in how technology can speed up and improve the work of marketers. Whether you ask her to hunt down facts about a potential market, pull together customer profiles from social media, or draw up media models, she performs time-consuming tasks in an instant—without breaking a sweat.   

Lucy is the cognitive companion to the marketing professional, made for Fortune 1000 marketers and the agencies that service them; built on a foundation from IBM with Watson.

Equals 3 is seeking a Customer Success Manager (CSM) to drive Lucy’s adoption and team success within Fortune 1000 companies and the agencies that service them. As a CSM, you will be responsible for the overall satisfaction and retention of our client business. This unique position requires an in depth understanding of both internal and external needs. Externally, you will learn the core business of your clients, identifying common research challenges and use case opportunities requiring a cognitive companion. Internally, you will work with the sales and software development teams to ensure that the client is receiving the best possible user experience.

What You Will Be Doing (core responsibilities)

  • Conducting client training and onboarding
  • Driving long-term client engagement within the application
  • Building and optimizing long-term client relationships
  • Working with the sales function to identify potential expansion opportunities
  • Gathering and sharing product enhancement feedback with the executive team
  • Serving as the voice of the customer (issues, feedback, escalation, roadmap)
  • Collaborating with the Customer Success team to develop new resources to enhance overall client satisfaction
  • Documenting client activity, issues, milestones and successes
  • Ultimate success being measured by account growth and renewals

What You Need

  • 2 to 5 years of experience in a Customer Success, Sales, Account Management and/or Customer Support role (agency experience is preferred)
  • An understanding of marketing, marketing research, and advertising
  • Experience working with Fortune 1000 Brands and their agencies
  • Strong empathy for customers and a passion for revenue and growth
  • Deep understanding of value drivers in recurring revenue business models
  • Excellent communication and presentation skills
  • Experience in a software as a service business (bonus)

What You Embody

  • Excited about working in a start up environment
  • Must be enthusiastic, professional and highly proactive
  • Desire to dive in and learn in a fast-paced environment
  • Collaborative team player with the ability to shift gears quickly and efficiently
  • Dependable and reliable with clear thinking and attention to detail
  • Truly loves working in a fast-paced, creative environment, whose passion is evident in their work

What We Offer

  • Competitive salary and bonus plans
  • Employee Stock Options
  • Work-life flexibility - we value your contributions above all
  • A supportive culture that desires to help you grow both personally and professionally
  • Autonomy – we will provide you with the tools and freedoms to do your best work

Equals 3 is a very collaborative and inclusive work environment. We are highly adaptable and constantly evolving. We believe that the combination of people and technology is more powerful than either are individually and our brand reflects that belief:  You + Lucy = 3.


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