Customer Success Manager, eko

$90-120k

+ Stock options

Figma

Airtable

Excel

Google Sheets

Hubspot

GSuite

Asana

Shopify

Mid and Senior level

New York

2-3 days a week in office (Brooklyn, NY)

Interactive experiences for customer engagement

Open for applications

Interactive experiences for customer engagement

201-500 employees

B2BContentEntertainmentDigital MediaSaaSVideo

Open for applications

$90-120k

+ Stock options

Figma

Airtable

Excel

Google Sheets

Hubspot

GSuite

Asana

Shopify

Mid and Senior level

New York

2-3 days a week in office (Brooklyn, NY)

201-500 employees

B2BContentEntertainmentDigital MediaSaaSVideo

Company mission

To bring the art of storytelling closer to the human experience through the power of choice.

Job

Company

Role

Who you are

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
3-5+ years of experience in a hands-on Customer Success/Account Management or related role. SaaS and ecommerce experience are highly preferred
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

What the job involves

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
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 take

Usually, when you watch a movie or any form of video entertainment, there is a fixed predetermined storyline. Eko has developed an interactive platform that provides choice-driven video entertainment. It enables viewers to choose how the plot will continue.

The company, previously called Interlude, was founded in 2009 by three musicians. They started with the idea of making interactive music videos. In 2018, the company partnered with Walmart to bring interactive content to their shopping experience, in order to compete with Amazon.

Eko has raised impressive funding, as well as a $250 million deal with Walmart. Despite its recognition and success, it has struggled to find a profitable business model. This will remain a challenge, but with companies keen to personalize more specific consumer experiences, Eko's AI is likely to stay in demand.

Freddie

Company Specialist at Welcome to the Jungle

Insights

Top investors

Glassdoor (3.4)

Company

Funding (last 2 of 4 rounds)

Mar 2018

$5m

SERIES A

Dec 2015

$18.2m

SERIES C

Total funding: $41.5m

Company benefits

Equal opportunity employer
Work from home opportunities

Company HQ

Gramercy Park, New York, NY

Leadership

Yoni Bloch

(CEO & Co-Founder)

Having studied at Ben Gurion University and worked as a Deputy Branch Manager at McDonalds as a student alongside being a lifelong musician, Yoni founded eko in 2009. He has served as CEO ever since 2016.

Tal Zubalsky

(CPO & Co-Founder)

Previously the Creative Director and Co-Founder of Lionite LTD, Illustrator and Storyboard Artist at McCann Erickson Israel and Co-Founder and Animator at the Piano Piano Animation Studio.

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