Customer Success Manager- Bentonville

Eko is an innovative e-commerce startup dedicated to empowering brands to create, display, and optimize their video assets across digital platforms.

With two years of refining our technology alongside esteemed clients such as Walmart, Lego, and Mattel, Eko has earned trust for delivering exceptional product visuals that enhance the e-commerce journey and drive sales.

 As we embark on our next phase of expansion, we are seeking visionary leaders who thrive in dynamic, "figure-it-out-as-we-go" environments and are eager to grow with us.

As you know, timing is everything. This is your chance to join Eko at a pivotal moment. You'll have the opportunity to make a significant impact on our success and grow your career alongside us. With the freedom to apply your skills and develop in our supportive and dynamic culture, this role is perfect for those ready to advance their career and contribute to transforming the future of online shopping. If you're eager for growth and excited about making a difference, Eko is the place for you. 

As a Customer Success Manager you will play a vital role in owning the end-to-end customer journey - from onboarding and relationship management to coordinating a seamless creative production experience. You’ll act as a bridge between customers, cross-functional teams, and the studio, ensuring a consistently high-quality experience that supports both customer satisfaction and operational excellence. This role will primarily focus on our marketplace customers while also liaising between HQ and our DTC business. You 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 operational logistics for customer launches. You will also be expected to champion customer needs internally while maintaining high levels of customer satisfaction on a daily basis. Lastly, you will have the opportunity to liaise between our studio and HQ team in NYC to support providing an amazing customer experience! 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.

What You’ll Do

Customer Onboarding & Relationship Management

• Lead the end-to-end onboarding, creative production and launch process for assigned customers
• Serve as the primary point of contact, delivering clear communication and exceptional support throughout the customer journey
• Provide studio tours and capture behind-the-scenes content to surprise and delight customers
• Identify upsell and expansion opportunities and support growth conversations with insights and collateral

Studio Coordination & Operational Support

• Manage customer relationships tied to the Bentonville Studio and ensure a smooth product workflow (inventory receipt, storage + return/donation)
• Troubleshoot and resolve any shipment or logistics issues, coordinating closely with internal and external teams
• Attend shoots to support the studio team from a Customer Success perspective providing guidance where needed and capturing behind the scenes content 
• Build and maintain accurate project timelines while ensuring clear communication and expectation setting internally and externally to achieve project goals on time and within scope

Process Optimization & Project Management

• Define and refine scalable processes to support an evolving studio operation and high-touch customer experience
• Collaborate with cross-functional teams (Product, Data, Studio, and more) to plan, execute, and finalize key customer and operational projects
• Track and report project progress, proactively managing issues and keeping stakeholders aligned

Customer Insights & Innovation

• Translate customer feedback into actionable insights that inform product development and service enhancements
• Partner with internal teams to prepare for Quarterly Business Reviews (QBRs), compiling data and storytelling collateral
• Help build and evolve Eko’s operational playbook for future scale

Our Ideal Candidate has.. 

• 3-5 years of experience in customer success roles
• Project management skills.
• Experience working hands-on with merchandise and products in a retail and/or production setting highly preferred.
• Established relationships within the supplier community across Walmart and Sam’s Club
• 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.