Senior Advisor Customer Success

Overview

About Business Unit:

The Customer Success team spearheads Epsilon's efforts to drive client adoption of our platforms and deliver measurable business value from investments made. The team works with key decision-makers on the client-side to discover emerging needs and advises on ways in which Epsilon's platform suite can help. Our efforts are focused on driving higher customer satisfaction, revenue retention and the creation of growth opportunities within existing clients.

The Senior Advisor of Customer Success will demonstrate their client-facing experience to support our clients by developing key relationships and partnerships, delivering value and outcomes, driving adoption, influencing expansion and renewals, and cultivating client advocacy.

The Senior Advisor will manage the Customer Success lifecycle through playbooks, standard procedures, and industry benchmarks. This role requires close collaboration with Account Management, Solution Consultants, Operations, Professional Services, and Product Management.

Click here to view how Epsilon transforms marketing with 1 View, 1 Vision and 1 Voice.

Responsibilities

• Develop joint success plans with customers and internal teams to define business outcomes with mutually agreed-upon Return on Investment benefits.
• Set objectives, key results, activities, and achievements to deliver the Success
• Identify and manage key risks and
• Ensure customers and internal teams are accountable for delivering outcomes and
• Create and share content on standards, case studies, and
• Enhance customer experiences by addressing stakeholder personas and offering consultative thought leadership through workshops, training sessions, and rich content.
• Evaluate client landscapes for additional value and growth
• Foster and promote customer advocacy through Net Promoter Score (NPS), Voice of the Customer (VOC), and product councils.

Qualifications

Knowledge, Skills, Abilities:

• Strong working knowledge of loyalty program management systems and customer data
• Strong analytical skills to leverage customer data for strategic business
• Ability to effectively use and advocate for software-as-a-service (SaaS) platforms to enhance customer data integration and loyalty management efforts, ensuring customers derive maximum
• Experience in embedding a Customer Success methodology into business operations to drive customer
• Proven success in building, growing, training, and leading a high-performing Customer Success
• Expertise in building strong relationships at Senior Management
• Ability to work with cross-functional teams in a matrix environment to achieve goals and
• Capability to resolve broadly defined, complex, and occasionally unprecedented
• Exceptional verbal and written communication and presentation
• Build and maintain strong, long-term relationships with senior-level customer partners through proactive communication, anticipating needs, and offering tailored solutions.

Education & Experience

• Master's degree in Business, Marketing, or Strategy preferred
• 9+ years in customer success or business consulting (preferred within Brand, Agency or independent consulting firm)
• Prior experience working with Martech platforms /solutions required

Preferred Qualifications

• Experience working in a technology company, preferably within a SaaS model
• Background in marketing, advertising, data platforms, or loyalty programs is a plus

Additional Information

Epsilon is a global data, technology and services company that powers the marketing and advertising ecosystem. For decades, we've provided marketers from the world's leading brands the data, technology and services they need to engage consumers with 1 View, 1 Vision and 1 Voice. 1 View of their universe of potential buyers. 1 Vision for engaging each individual. And 1 Voice to harmonize engagement across paid, owned and earned channels.

Epsilon's comprehensive portfolio of capabilities across our suite of digital media, messaging and loyalty solutions bridge the divide between marketing and advertising technology. We process 400+ billion consumer actions each day using advanced AI and hold many patents of proprietary technology, including real-time modeling languages and consumer privacy advancements. Thanks to the work of every employee, Epsilon has been consistently recognized as industry-leading by Forrester, Adweek and the MRC. Epsilon is a global company with more than 9,000 employees around the world.

Our pillars aren't just words. They're how we show up every day.

• People centricity: We focus on employee well-being in an environment where colleagues truly care about each other.
• Collaboration: We work together, support one another, and collectively achieve goals.
• Growth: There are endless opportunities for growth through learning, development and career advancement.
• Innovation: We drive progress through cutting-edge solutions and forward-thinking approaches.
• Flexibility: We've created a balance between work and personal life, and we encourage adaptability to solve problems creatively.

Our values guide us to create value for our clients, our people and consumers.

• Act with integrity
• Work together to win together
• Innovate with purpose
• Respect all voices
• Empower with accountability

These pillars and values are our foundation—shaping our culture, guiding our decisions, and uniting us in common purpose.

Epsilon is an Equal Opportunity Employer.

Epsilon is committed to promoting diversity, inclusion, and equal employment opportunities by using reasonable efforts to attract, recruit, engage and retain qualified individuals of all ethnicities and backgrounds, including, but not limited to, women, people of color, LGBTQ individuals, people with disabilities and any other underrepresented groups, traits or characteristics.