Growth Customer Success Lead, Embrace
$130-160k
OTE
+ Equity
More information about location
Mobile experience engineering & app performance tools
Be an early applicant
Mobile experience engineering & app performance tools
101-200 employees
Be an early applicant
$130-160k
OTE
+ Equity
More information about location
101-200 employees
Company mission
To help build a more personal world through mobile.
Role
Who you are
- If you think like an operator, experiment like a product manager, and care deeply about driving measurable customer outcomes at scale, this role is for you
- 5+ years in Customer Success, Consulting, or Account Management
- Proven ability to manage a large book of business and drive expansion through CS-led motion
- Proven experience designing scalable CS programs using automation and AI tools (or a strong desire and track record of adopting emerging AI workflows)
- Strong one-to-many communication skills, including experience using automation and scalable programs to deliver value
- Comfort articulating both technical and business value to senior technical and executive stakeholders
- Experience supporting developer-focused products (SDKs, integrations, APIs, observability platforms)
- Background in web performance, RUM, APM, or observability and Experience supporting web, frontend, platform, or digital experience teams
- Able to operate with imperfect structure and build scalable processes from scratch
What the job involves
- This role is for a Customer Success leader who wants to reinvent how scaled CS works using automation and AI. You’ll own a high-potential portfolio of 150–200 accounts, but more importantly, you’ll design the systems that allow one CSM to deliver impact at 10x leverage
- You won’t just run playbooks. You’ll build them
- You won’t just use tools. You’ll source, implement, and evolve them
- You won’t just manage accounts. You’ll architect a scalable growth engine
- Design and operationalize a scaled CS engine using automation and AI tooling to deliver value across a large portfolio
- Build and run one-to-many programs (webinars, office hours, enablement series, lifecycle campaigns), converting repeatable plays into automated workflows
- Evaluate, source, and implement tooling that increases customer coverage, engagement, and expansion efficiency
- Own gross retention and expansion across ~150–200 accounts, maintaining strong forecasting discipline and renewal rigor
- Identify and execute expansion opportunities, building relationships with both technical buyers (web performance leads, mobile leads, SREs, Frontend Leads, VPs Eng) and executive sponsors (CTOs, CPOs)
- Be a product and performance expert, serving as a subject matter expert in user-focused observability (mobile and web RUM, synthetic monitoring, and digital performance optimization)
- Collaborate cross-functionally with Sales, Solutions Engineers, Marketing, and Product to drive retention, expansion, and customer advocacy
Our take
Data analysis is vital for many companies, but few platforms are geared towards mobile data. Embrace solves this problem by empowering businesses to collect, analyze and use mobile data to make better mobile experiences, games and apps.
Embrace was founded by the team behind multi-billion-dollar unicorn Scopely, and was backed by Y Combinator. This has lent it considerable weight and allowed it to scale at pace, whilst its mobile-first focus has enabled it to set itself apart in the large and competitive data analysis market.
Embrace has raised impressive funding over the years that has accelerated team growth and the development of its tech. It has also secured an impressive customer roster including the likes of Marriott, The New York Times and Yahoo - which all bodes well for its success into the future.
Freddie
Company Specialist at Welcome to the Jungle
Company
Funding (last 2 of 6 rounds)
Jul 2023
$20m
LATE VC
Oct 2021
$45m
SERIES B
Total funding: $79.7m
Company benefits
- Equity options for all team members
- Free PTO and regional company holidays
- Medical, Dental, Vision and Life insurance benefits
- Parental leave for both birthing and non-birthing parents
- Annual Company Trip
- Monthly Internet Stipend
- $500 Desk Allowance to ensure your home workspace has everything you need
- Opportunity to learn and excel in a growth stage tech organization
Company HQ
Hayden Tract, Culver City, CA
Leadership
Eric Futoran
(Co-Founder & CEO)An experienced investor and advisor who previously worked as Co-Founder, CXO and Special Advisor of Scopely.
Fredric Newberg
(Co-Founder & CTO)Previously worked as Lead Systems Architect at Sensoria. Was CTO of both Upsight and Rave Social.
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