Head of Digital Marketing Support

We are an innovative marketing automation AI platform built to help multi-location enterprises streamline and optimize their digital advertising efforts. Our platform is trusted by well-known multi-location brands spanning fitness, food & beverage, retail, and more to manage campaigns across their local markets. We are passionate about harnessing the power of technology and artificial intelligence to simplify marketing for businesses of all sizes.

We are seeking a seasoned leader to take ownership of our local business / SMB Customer Success and Global Support functions, with a critical focus on managing and scaling our offshore team in India. This role is pivotal for ensuring our global support structure operates at peak efficiency while delivering an exceptional customer experience to our local business / SMB customer base.

Key Responsibilities:

• Global Team Leadership & Development (India Focus): Lead, mentor, and develop a high-performing team of Customer Success Managers and Global Support specialists, with a primary focus on direct management, cultural alignment, and scaling of the team located in India. You will be responsible for defining career paths and fostering a cohesive, customer-centric, results-driven culture across geographies.
• Strategic & Operational Ownership: Develop and implement the strategic vision for the local business / SMB customer support and success function. Drive operational excellence by designing, refining, and scaling global processes to deliver a seamless customer experience from onboarding to advocacy.
• Customer Success Strategy: Design and execute scalable success strategies that increase product adoption, drive user engagement, reduce churn, and create expansion opportunities. This involves balancing high-touch, strategic engagement with digital-first, automated success motions to effectively serve the entire user base.
• Process Improvement & Scalability: Proactively identify and implement improvements to team workflows, tools, and reporting. Establish global best practices and build a scalable infrastructure to support a growing number of local business / SMB customers and local users
• Strategic Cross-Functional Partnership: Act as a key partner to Brand Strategist and Customer Success leadership teams. Aggregate and relay critical insights from the local business / SMB customer level to inform account strategies, identify risks, and uncover growth opportunities.
• Data-Driven Performance Management: Define, monitor, and report on key performance indicators (KPIs) for the team, including adoption rates, retention, resolution times, and customer satisfaction. Specifically, manage and optimize the performance metrics of the offshore team to inform strategic decisions, forecast team needs, and demonstrate value.
• Customer Advocacy & Relationship Management: Cultivate strong relationships with key stakeholders, including multi-location leaders and multi-unit owners. Serve as a senior point of contact and an advocate for their needs, ensuring their feedback informs our product and service strategy.

Qualifications:

• Global Team Management Expertise for teams in India (Required): 5 years of direct people management experience, with a proven track record of hiring, coaching, and scaling a team. Demonstrated, specific experience in building, managing, and leading an offshore Customer Success or Support team is mandatory.
• Industry Experience: 8-10 years of experience in Customer Success, Account Management, or a related client-facing role.
• Marketing Technology & Services Experience: Proven experience in a role providing marketing services or supporting clients using marketing software. Expertise in digital advertising is strongly preferred, though experience with email marketing, SMS, or other digital marketing platforms is also valued.
• SMB & local business / SMB customer Focus: Direct experience supporting local SMBs is required. Experience working with local business / SMB customers within a multi-location system is a significant plus.
• Scaling & Automation: A deep understanding of building customer success and support functions at scale, including automation, digital engagement, and self-service strategies.
• Proven ability to develop and implement scalable, standardized global processes that drive both team efficiency and positive customer outcomes.
• Strong analytical skills with a demonstrated ability to leverage data to drive strategic decisions and report on team performance.
• Exceptional communication and relationship-building skills, with the ability to engage and influence stakeholders at all levels, from individual users to executive leadership.
• Experience working in a highly cross-functional environment with Customer Success Leadership, Product, Sales, and Marketing teams.
• Proficiency with Customer Support platforms (e.g., Zendesk), CRM tools (e.g., Salesforce, HubSpot), and digital engagement tools.

Location & Travel:

• This is a hybrid role based in our Midtown Manhattan office, with a minimum of 3 days per week required in person.
• This role will require infrequent, but necessary, travel to our offshore office in India to maintain relationships, conduct training, and manage operations.

Benefits:

• 🩺 Comprehensive benefits
• Medical
• Dental
• Vision
• 🏖️ Unlimited PTO
• 🍽️ In-office lunch stipend and unlimited snacks
• 🚅 Commuter benefits
• 📈 401(k) with company match
• 💻 Hybrid model (3x in office per week)

Compensation:

Our salary ranges are based on paying competitively for our company’s size and industry, and are one part of the total compensation package that also includes benefits, perks, and other opportunities. The expected range for this role is $100,000 - $150,000, commensurate with experience.