Customer Success Director - Tech & Gaming

| Remote
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About Narrativ

Narrativ is a subscription technology platform for brands to acquire new customers through trust-based marketing. We built an ad-free alternative to the e-commerce growth marketing playbook by building the commerce and payments infrastructure for the creator economy.

Brands know consumers are tired of being inundated with ads that only tell one side of the story - yet the marketing playbook hasn’t evolved. Unlike search engine marketing or social marketing, trust-based marketing is honest and unbiased, balanced with both pros and cons, and comes from diverse voices that speak with integrity and specificity. Creators are at the center of consumer trust today.

Narrativ’s technology gives all brands and creators - not just the top 1% - the tools to win in the $50 billion creator economy by building trust with consumers, not selling ads. We’ve been recognized as a World Economic Forum Technology Pioneer and one of Fast Company World’s Most Innovative Companies alongside giants like Google, Microsoft, and Slack. 

Do you share our vision for decentralizing the institutions that control the Internet today? Come join our team.

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Why you should work here:

  • We’re growing fast, without constantly diluting your equity: Narrativ is growing 3-4X year over year (yep, you read that right). Hundreds of brands joined Narrativ’s platform in the last year, from enterprises like Best Buy, Sephora, and Samsung, to rising brands like Yeti, Cariuma, and Peace Out Skincare.
  • Massive TAM, unique approach:  We’re tackling the creator economy and e-commerce, a $50-150 billion market. Narrativ’s unique approach is that we believe technology is not neutral – its values are encoded by its creators. We value integrity, specificity, and diversity (not just scale at all costs).
  • Join a strong, diverse team: We’re more than doubling in size and growing to a team of 130 by the end of the year. Narrativ is committed to Diversity, Equity, and Inclusion – more than 50% of our leadership team are women. We’ve taken the 15% pledge both in our talent strategy and across creators on our platform.  We’re amplifying our diverse team’s support of communities of color by matching 200% of all individual donations as a company.
  • Last, but very important, we are a startup: We’re looking for people who aren’t afraid to wield the chaos that comes with true creation, explore ambiguity, set the bar for excellence, and have full ownership over their impact. You’ll never be a cog in a machine here, but you won’t have the established blueprints of being one either. If all this sounds exciting to you, come join us. 

The Job:

Narrativ is scaling quickly and looking to hire hungry, results-oriented Customer Success Directors for our Tech & Gaming team to grow key accounts while helping to operationalize our go to market strategy.

As a Customer Success Director at Narrativ, you will partner with industry-leading brands & retailers in one of Narrativ’s verticals (these verticals include Gaming, Home Economy, Mobile, and Appliances)

You’ll be on the forefront of performance marketing as Narrativ is fundamentally opening a new acquisition channel for marketers that blends the best of brand and performance. We operate at a massive scale - your work will directly influence millions of dollars of revenue for some of the most well-known companies in e-commerce. You'll work directly with our clients and their stakeholders to understand their marketing goals and be a partner for them in building a strategy for execution using the Narrativ technology. 


Your Impact: 

  • Own top-line revenue goals for your collection of clients across brands & retailers, identifying opportunities for growth and operationalizing them in order to set and hit ambitious goals for platform marketing spend 
  • Drive and oversee subscription renewals on SAAS contracts 
  • Partner with client stakeholders on marketing teams at category-leading brands and retailers such as Best Buy and Sephora to understand their goals and co-create strategies
  • Use data-driven insights to identify opportunities for optimization and product recommendation growth on the Narrativ platform 
  • Conceptualize and execute campaigns and strategies using the Narrativ technology to help clients grow their share of product recommendations 
  • Communicate and interface with external Publisher teams to maximize the impact of your campaigns and strategies 
  • Serve as the client’s primary point of contact, helping to drive loyalty, stickiness, and a excellent client experience end-to-end

 Requirements:

  • Domain expertise in a combination of the following preferred: Digital/Technical Customer Success, high-growth tech startup, e-commerce performance marketing, SaaS marketing technology
  • Excellent communication skills to effectively collaborate with clients, including senior stakeholders
  • Strong problem-solving and analytical skills: you use data to draw insights and make decisions
  • High-level of comfort building Excel models and working with large data sets to distill a lot of information into clear and actionable insights 
  • Equal parts strategic and operational — you love to roll up your sleeves and dive into account strategy and campaign set-ups when necessary
  • Thrive in a matrix organization and comfortable working with cross functional teammates at all levels
  • Bonus points for experience managing and/or growing SaaS contracts or performance marketing accounts  

Important Notice: We are putting the health and safety of our employees first.  For the balance of 2021, we’ll be working from home.  With so much uncertainty in the world, this is a decision that helped eliminate the anxiety associated with commuting and gave our teammates one less thing to worry about.  

Narrativ is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, or veteran status. 

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • ScalaLanguages
    • JenkinsLanguages
    • ReactLibraries
    • ReduxLibraries
    • AngularJSFrameworks
    • DjangoFrameworks
    • FlaskFrameworks
    • Node.jsFrameworks
    • SparkFrameworks
    • TensorFlowFrameworks
    • MongoDBDatabases
    • MySQLDatabases
    • PostgreSQLDatabases
    • RedisDatabases
    • TeradataDatabases
    • AWSDatabases
    • Google AnalyticsAnalytics
    • SalesforceCRM

Location

Our office was right in the center of Grand Central and very close to Bryant Park. But now we are operating fully remote!

An Insider's view of Narrativ

What’s the vibe like in the office?

Our office has an open layout that helps inspire collaboration, conversation and idea sharing. We are a growing start up so there is a mix between heads down work and banter. Some ideas are around how to best service our clients and others are about dooms day prepping and our water intake :)

Nathalie

Head of Talent

What kinds of technical challenges do you and your team face?

We are building a brand new self serve portal to onboard new clients on to the Narrativ platform. This will decrease time and resources needed to get new users on our platform while increasing the immediate value our clients see.

Kavya

Software Engineer/ Data Analyst

What does career growth look like on your team?

At Narrativ we have a culture of deep appreciation and your impact is rewarded. We make sure engineers have measurable and achievable goals that they define based on their own interests. I have seen engineers really up their game during my time here.

Joseph

Senior Data Engineer

What is your vision for the company?

At Narrativ, we believe e-commerce should serve the best in us. We’re building technology that makes it easier for brands to connect with shoppers through honest recommendations from diverse voices across the Internet, not ads. Those who join our team should share our passion for rewiring e-commerce and challenging the status quo.

Shirley

Founder & CEO

What's the biggest problem your team is solving?

One of the biggest challenges we are solving for now is translating our vibrant and collaborative office culture to be as vibrant and collaborative in a remote setting.

Nathalie

Head of Talent

What are Narrativ Perks + Benefits

Narrativ Benefits Overview

We offer competitive benefits (both for health insurance and monthly WFH stipends) that support our team members. It's also extremely important to provide support as we transition to working remote.

Culture
Volunteer in local community
We work with external partners to provide mentorship, learning and career opportunties.
Friends outside of work
Eat lunch together
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Documented equal pay policy
Highly diverse management team
Narrativ is led by founder & CEO Shirley Chen. Her experience as a female founder has taught her the importance of a diverse team, a value that is shared by the entire org.
Mean gender pay gap below 10%
Hiring Practices that Promote Diversity
We have a 15% pledge for sourcing when building out candidate pipelines
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
We partner with Classpass and NYHRC to offer our employees stipends and discounted memberships
Team workouts
Join us as we Peloton together!
Retirement & Stock Options Benefits
401(K)
Company Equity
Performance Bonus
Match charitable contributions
We have a 200% match on any charitable donations that support the BLM movement or organizations fighting against racial injustices. In 2020, we donated over $40K!
Child Care & Parental Leave Benefits
Generous Parental Leave
We provide 100% coverage for both primary and secondary caregivers for 12 weeks. The time can also be taken sporadically across the new child's first year!
Flexible Work Schedule
Remote Work Program
Vacation & Time Off Benefits
Unlimited Vacation Policy
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Game Room
Stocked Kitchen
Some Meals Provided
Happy Hours
Pet Friendly
Relocation Assistance
Fitness Subsidies
Home Office Stipend for Remote Employees
$500 one-time payment and a $50 a month stipend for continuous support
Professional Development Benefits
Job Training & Conferences
Lunch and learns
Cross functional training encouraged
Promote from within
Time allotted for learning
Customized development tracks
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