Customer Success Manager - Viralspace.ai at Smartly.io

| Greater NYC Area
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We're hiring a Customer Success Manager for Viralspace: one of the first 4 CSMs and one of the first 20 employees in our business line. At Viralspace, Customer Success is instrumental to helping customers realize the value of our products through all stages of the customer lifecycle, from onboarding through renewal. You'll build lasting relationships with our enterprise customers and ensure that they continuously make the most of Viralspace. You'll guide customers through onboarding and work cross-functionally with our labeling and engineering teams to get the product set up. You'll also work with our product team to bring customer feedback into our product roadmap, and play a key strategic role in shaping our internal processes.

As an early member of our Customer Success team, you have the opportunity to shape our processes and define how we work with our clients. We’re looking for a resourceful self-starter who loves building relationships and can flex into an "onboarding specialist" role.

As our founding CSM, you will play a unique role: you'll shape our internal processes and help us develop our Customer Success and Onboarding Specialist teams. We're looking for someone with established customer success experience who can build processes and teams, and potentially manage others within a year. If you get excited by the opportunity to join a fast-paced team and shape our company's customer success processes, this role will be a great fit!

This role is based in New York, Chicago, or San Francisco, although we have a flexible hybrid work policy.

About Viralspace.ai

At Viralspace, you'll be joining a nimble startup backed by a much more established company. 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 tool, to lead their creative optimization efforts. Viralspace will remain a fully independent business line backed by all of the incredible resources, talents, and customers of Smartly. It's an exciting time to join as our customer base will grow exponentially!

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, Philips, and Ogilvy are our customers.

Smartly is on a mission to help advertisers unlock greater performance and creativity in social advertising by combining ad buying and creative automation. They have an established suite of ad buying and creative template tools loved by 700+ clients (across over $4.5B ad spend!), and are starting to move into creative optimization with Viralspace. Smartly is based in Helsinki but has satellite offices across the US, including San Francisco, where this role is based.

Responsibilities
  • Act as the main point of contact for customers to deliver an exceptional customer experience and ensure they get the most value out of their social advertising
  • Learn Viralspace's products and the social advertising space inside and out: understand how marketers can use our tools and how to help them achieve their advertising goals
  • Manage the customer onboarding process: define the timeline, work cross-functionally to get the product set up, lead clients through onboarding, and help them launch their first tests
  • Manage the feature definition and labeling process: analyze client ads and suggest creative features to tag (e.g. objects, colors). Work with our engineering and labeling teams to get these features tagged.
  • Continuously problem solve alongside our clients: provide best practices and consultative advice, bring feedback into product discussions
  • Be the voice of customers to inform our sales process and product roadmap
  • Collaborate effectively across functions including Sales, Marketing, Technical Solutions, Services, Product and Engineering
  • Help Viralspace build a world-class Customer Success and Onboarding Specialist organization: define and optimize existing processes
  • Help guide our overall customer success strategy and define internal processes
  • Help build and potentially manage Viralspace's Customer Success and Onboarding Specialist team
Qualifications
  • You excel at growing and nurturing relationships with customers and colleagues
  • You're organized and can handle complex accounts or projects
  • 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
  • You're adaptable and love learning new things, and are proactive about creating your own structure
  • You're an excellent communicator
  • Live in the Bay Area or willing to relocate by 2022 (won't be required to go in 5 days per week, but role will not be fully remote)
  • You have 2+ years of experience within SaaS in a relationship management role (Sales, Customer Success, etc), ideally Customer Success

      Bonus Points:

  • You have an understanding of the marketing/advertising industry
  • You've worked in Customer Success at a fast-growing startup before
  • You've worked with enterprise accounts
Benefits

We care about compensating our employees fairly and creating an environment where you can learn and grow your career. As part of Smartly, we get to offer all of the incredible benefits that they have, including:

  • Compensation: Competitive salary and equity
  • Insurance: Medical, dental, and vision insurance
  • Team: A multi-national team of 450+ Smartlies, and plenty of events to meet them at (as well as our tight-knit Viralspace team of <10 people)
  • Five full weeks of paid vacation (25 PTO days)
  • Paid parental leave
  • Top notch equipment: computer, phone with a plan, noise-cancelling headphones
  • Flexible work from home policy: Currently, we're 100% remote due to Covid-19. As soon as we're able to come back to the office (est. fall 2021), we will allow for a hybrid work model
  • Wellness benefit

More on Smartly's benefits | More on Smartly's culture | More on Viralspace's culture

#LI-HA #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 650 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 [email protected]

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavascriptLanguages
    • KotlinLanguages
    • PHPLanguages
    • RubyLanguages
    • FlowLanguages
    • TypeScriptLanguages
    • ReactLibraries
    • ReduxLibraries
    • AngularJSFrameworks
    • Node.jsFrameworks
    • CassandraDatabases
    • PostgreSQLDatabases
    • RedisDatabases
    • RabbitMQDatabases
    • Google AnalyticsAnalytics
    • IllustratorDesign
    • PhotoshopDesign
    • SketchDesign
    • ConfluenceManagement
    • JIRAManagement
    • HubspotCMS
    • HubSpotCRM
    • IntercomCRM
    • SalesforceCRM

Location

We put Smartlies' health first. While we have created more flexibility for Smartlies to choose where they work, we continue to follow all local health measures to ensure that our New York office remains open and safe for all who choose to come in.

An Insider's view of Smartly.io

What are some social events your company does?

We never take fun out of the mix at Smartly.io! Being a global company, we organize inclusive events to engage each member of our expansive community. From a virtual, 24-hour global birthday, to in-person offsites around the world, to a company cookbook with recipes shared from each of our locations, we truly believe in the value of connection.

Mari

Collaboration & Community Manager

What projects are you most excited about?

At Smartly.io we are most excited about continuing to work with our partners to solve challenges and better enable them to enhance their performance on paid social. Many brands we work with have been focusing more and more on creative so it's no surprise that Smartly has as well. I've seen our Creative solutions evolve so much in the last two years

Corinne

VP US East

What are some things you learned at the company?

Open communication is encouraged at all levels of Smartly.io, it's a big part of the culture. I enjoy the interesting challenges that come from working with customers, and having the autonomy to push your idea's forward and work on things you're interested in or want to add to your skillset.

Malachy

Customer Solutions Engineer

How do your team's ideas influence the company's direction?

We foster transparency, which allows our teams the freedom and responsibility to pursue our vision in a self-driven way. Everyone is trusted as an owner, we’re all responsible for thinking and acting in the long-term interest of the company. At Smartly.io, nothing is someone else’s problem — we’re all doers with an entrepreneurial attitude.

Kristo

CEO & Founder

What are Smartly.io Perks + Benefits

Smartly.io Benefits Overview

Smartly.io’s benefits are meant to ensure that employees stay healthy, well, and energized in different life situations. Smartly.io supports employees so that everyone can focus on learning and creating positive impact in their role.

Growth-minded colleagues. Competitive salaries & option plans. Full five weeks of paid vacation. Paid parental leave. Health coverage. Wellness benefit. Reimbursement flexibility. Opportunities to rotate to our offices across the globe. Get your own laptop + smartphone + noise cancelling headphones. Friday demos with beer & weekly breakfasts. Opportunities to attend industry events. Team stipends for remote activities while not in the office.

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Unconscious bias training
Mean gender pay gap below 10%
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Company sponsored family events
Vacation & Time Off Benefits
Generous PTO
5 Weeks Per Year
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Some Meals Provided
Happy Hours
Recreational Clubs
Relocation Assistance
Fitness Subsidies
Home Office Stipend for Remote Employees
One-time Benefit for New Hires
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Time allotted for learning
Online course subscriptions available
Customized development tracks

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