What’s the Job?

Marpipe is a fast-growing, early stage technology company bringing data-driven decision making to the creative process in advertising.  With a platform backed by some great investors (including Adobe, MediaMath, & VCs), we’re generating rapid user growth and have delivered results with marquee customers including Segment, Mars, Tubi, MongoDB and PepsiCo.

We’re looking for a Customer Success Manager to help support our rapidly-growing user base of creatives and marketers. Reporting to the Chief Operations Officer (COO), you will have the opportunity to build and implement the practices for a consultative approach that will position you as the trusted point of contact for customers across their lifecycle; onboarding, adoption, advocacy and renewal. Success in this role will be defined by customer retention, account growth, and user success. 
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Equipped with the knowledge of what it takes for customers to succeed with Marpipe, you will serve as the voice of our customers to our team, providing feedback that will guide the Product team and broader business. To us, you’ll exemplify an empathetic, customer-centric perspective and be looked upon as a consultant for our most strategic customers.

Success in this role can qualify you to grow into our Head of Customer Success, where you’ll oversee a growing team as our business expands!

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What You’ll Do

• Lead the entire customer lifecycle that includes: customer onboarding & ongoing email communication, creative test building (with Marpipe creative team), experiment launching & management in FB Ads Manager, experiment analysis & report creation.
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• Design reports and case studies for customers to share with our team. These will also be used as sales collateral and distributed publicly via our site.
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• Use quantitative and qualitative analysis, empathy and enquiry to drive operational excellence in the areas of customer engagement.
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• Identify, represent and disseminate customer best practices across the entire team to ensure we are always providing value at the forefront of the rapidly evolving creative testing landscape.
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• Serve as an escalation point for customer issues to ensure they are resolved quickly.
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• Ensure customer feedback from your market is communicated internally to enable ongoing improvement of Marpipe products and services
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• Success in this role will be measured by customer satisfaction, retention and upgrading.
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Who Are We Looking For?

• 4+ years of experience in advertising or digital marketing, interfacing directly with clients or managed accounts.
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• Professional understanding of digital marketing and advertising metrics is required. Experience in SaaS/martech is strongly preferred.
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• Track record of success with managing clients or customer accounts from onboarding to renewal/upgrading.
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• Proven design skills building visual-first reports, case studies or decks. Proficiency in Adobe Creative Cloud strongly preferred.
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• Demonstrated writing skills with a strong independent interest in content creation.
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• Strategic mindset, thoughtful planner mixed with the ability to effectively execute/do.
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• Excels with data-driven decision making in a performance and metrics focused culture
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• Comfortable in results-oriented work environments.
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• Naturally enthusiastic communicator with strong rapport-building skills and attention to detail.
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Who We Are?
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We’re a team that’s obsessed with the science and data behind creativity. But more importantly, we believe in a collective responsibility to break down the barriers between creativity and data. We encourage playfulness, having fun with your role, unorthodox approaches, and we’re highly versed in meme-craft. 

We’ve been named by Business Insider as one of the companies most likely to succeed in the COVID era, we recently won #2 on Product Hunt, and we won 1st place at Martech Venture Day NYC 2019. Marpipe is backed by some of the best partners in the industry, including Adobe, MediaMath (Math Capital), Laconia Capital, and TIA Ventures. 

Location: NYC (Currently working remotely, with the option to commute to the office)

Job Type: Full-time

Reports To: COO

Compensation: Competitive - combination of salary and equity, commensurate with experience.

We appreciate and thank you in advance for your interest in our openings.  At this time, only qualified candidates selected for next steps will be contacted. Direct applicants only, no third-party staffing inquiries.

Marpipe is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.