Customer Success Manager

Today, Eko is transforming the way brands create product experiences that drive engagement. Our interactive, video-based smart galleries help leading retailers and brands like Walmart, Lego, and Mattel boost engagement and drive online sales.

Eko has a vision to capture every physical product in the world. For that, after two years of developing proprietary pre- and post-production technologies, we’ve launched a first-of-its-kind, fully automated capture facility in Northwest Arkansas. Powered by robotics, automation, and software, our system streamlines the creation of immersive content proven to increase conversion and deliver measurable brand impact.

From content creation to platform deployment, Eko’s end-to-end solution enables brands to scale high-quality, dynamic experiences with speed and precision. As we enter our next phase of rapid growth, we’re building a team of problem solvers and creative thinkers ready to redefine the future of digital commerce.

About the Role:

As a Customer Success Manager you will play a vital role in driving the successful adoption of our product suite across a subset of customers. This role will sit in a unique intersection of project management, production and client management.  Your responsibilities will include onboarding customers quickly and seamlessly, including project managing all facets of creative production and technical integrations for new launches. You will also be expected to champion customer needs internally while maintaining high levels of customer satisfaction on a daily basis. This is an excellent opportunity for someone with strong communication and organizational skills who is comfortable working with internal and external teams in growing and changing environments.

What You'll Do:

• Own end-to-end onboarding, integration and launch process for assigned customers in your pod.
• Clearly and effectively communicate timelines, action items and expectations internally and externally.
• Continuously refine customer processes to ensure optimal efficiency across teams.
• Serve as a primary point of contact for your assigned customer’s day-to-day needs.
• Identify upsell/expansion opportunities and provide insights/collateral to support customer growth conversations.
• Support compiling insights/collateral in preparation for QBRs.
• Translate customer feedback into actionable insights to foster Eko’s product innovation.
• Lead customer projects from start to finish managing communications with multiple internal stakeholders.
• Partner with Data and Product to uncover opportunities for customer optimization.
• Nurture customer relationships ensuring they feel valued and supported while also having a deep understanding of Eko’s product and their ROI.

Our Ideal Candidate Has:

• 3-5+ years of experience in a hands-on Customer Success/Account Management or related role. SaaS and e-commerce experience are must.
• Project management skills required
• Ability to manage competing priorities while keeping projects on track
• Strong analytical and problem-solving skills with a keen attention to detail
• Ability to work independently and as part of a team in a fast-paced, dynamic environment
• Excellent communication skills, both written and verbal, with the ability to present complex data insights to non-technical stakeholders
• Strong organizational skills and the ability to manage multiple projects simultaneously
• MS Office/Google Suite proficiency required (Excel/Sheets/PPT/Slides required)
• CRM/HubSpot experience 

Nice to Have:

• Project management software experience (Asana/Airtable) highly preferred
• Shopify experience is highly preferred
• Figma experience a plus but not required

The base salary range is $90,000-$120,000/per year. The base pay offered may vary depending on job-related knowledge, skills, and experience.

Benefits:

• 401K
• Premium health insurance
• Mental Health and Wellness Resources
• Life and Disability Insurance
• HSA/FSA
• 12 Paid Holidays 

Why Join Us?

• Be part of something groundbreaking. This is an unparalleled opportunity to build and lead a multi-disciplinary production support org inside one of the most ambitious capture facilities in the world.
• Work with world-class creative and technical teams.
• Shape the systems that define what modern e-commerce content creation looks like.

WHO WE ARE..

At Eko, we're hiring people, not just skills. If you possess some of the qualities we're looking for but not all, and still feel you're a great fit, we encourage you to apply.

At Eko, we believe in a creative approach to everything, no matter what role we’re in. We believe in meaningful choice, both at work and in life, and know our workplace only gets better when people can bring their whole selves to the office. We have offices in NYC, TLV, and an AI-powered Robotic studio in Bentonville. We’re software developers and spray paint artists, poets and producers, fantasy sports fans and financial whizzes, chess-heads and UXperts, pop culture nerds and product managers, data wizards and yoga instructors. We’re passionate about art, entertainment, technology and everything in between. It’s our unique mix of talents and passions that puts us at the forefront of interactive video. We have as many stories as we do people, and we can’t wait to hear yours.

BENEFITS:

• Hybrid model 
• 401K
• Unlimited PTO
• Premium health insurance
• Mental Health and Wellness Resources
• 12 weeks of paid parental leave