Customer Success

Job description

**Company Overview:** Kale’s mission is to empower people to translate their social value into economic value. With our focus on everyday creators and a content-first discovery experience, Kale is redefining social commerce. Our goal is to flip influencer marketing on its head to put power back in the hands of true customers, making brand/creator relationships genuine and trustworthy. **Key Responsibilities:** - **Customer Relationship Management:** Build and maintain strong relationships with assigned brand accounts, serving as the main point of contact and trusted advisor. Understand their unique business goals, marketing strategies, and content needs to inform the ecosystem’s product roadmap. - **Brand Onboarding:** Onboard new brand accounts by delivering a top-tier first experience with Kale, ensuring full alignment around success metrics, goals, expectations. Build and execute marketing strategies for user acquisition around new brands on Kale. - **Product Education**: Act as a subject matter expert on the platform's features, functionalities, and updates. Train brands on how to best leverage new tools and opportunities to enhance their content strategies. - **Creative Optimization**: Guide brands in optimizing their content for maximum impact. Provide insights on improving content quality, format, and distribution channels based on platform analytics and industry best practices. - **Problem Solving**: Proactively identify challenges or roadblocks that brands might encounter and provide timely solutions. Work cross-functionally with internal teams to address technical, operational, or content-related issues. - **Performance Analysis:** Regularly analyze content performance metrics, engagement data, and audience feedback. Translate insights into actionable recommendations to enhance brand success and achieve KPIs. - **Communication & Collaboration:** Maintain open and clear communication with brands, keeping them informed about platform changes, updates, and industry trends. Work closely with internal teams including sales, marketing, product development, and customer support to ensure seamless brand onboarding, campaign execution, and issue resolution. **Expectations in this role:** - **Experience:** Minimum of 3-4 years of professional experience in general marketing, brand marketing, account management, project management, customer success, or a similar role. - **Marketing Expertise:** Solid understanding of digital marketing, content creation, and distribution strategies. An understanding of internal marketing team success metrics. - **Industry Knowledge:** Familiarity with social media / consumer brands and a proven ability to quickly grasp and communicate industry-specific value propositions. - **Communication Skills:** Exceptional verbal and written communication skills, with the ability to engage and influence decision-makers. - **Results-Driven:** A track record of successful client relationships. - **Team Player:** Collaborate effectively with cross-functional teams, including marketing, customer success, and product development, to ensure a seamless customer experience. - **Adaptability:** Thrive in a fast-paced environment and demonstrate adaptability to evolving market conditions and customer needs. - **New York City:** This is an in-person role. **Nice to haves:** - Experience in working with content creation platforms or digital marketing technologies. - Previous experience in technology or working with brands directly. **What we offer:** - Healthcare and retirement benefits - Paid time off If you're passionate about applying your skills to a diversity of problems and want to make an impact at a fast-growing startup, we encourage you to apply for this exciting opportunity at Kale!