Job Description

Location: SoHo, NYC (Hybrid)

Salary: $100K - $120K + Equity

About the Role

We are seeking an experienced Account Success Manager to support and optimize our clients' campaigns, ensuring that they achieve their advertising goals and maximize the potential of their creatives and budget. As a key liaison between Upscale AI and our customers, you’ll be responsible for driving account success, providing strategic guidance, and enhancing customer satisfaction through proactive campaign management and support.

About Us

Upscale AI is transforming how ecommerce and DTC brands use video and streaming TV to grow. Our platform combines:

• AI-Driven Creative Generation – turning brand assets into TV-quality ads automatically
• Performance Media Buying – buying streaming TV & YouTube like digital, with precision targeting
• Advanced Attribution – proving ROI across ecommerce and retail channels

We’ve helped brands like Jones Road Beauty, Westmore Beauty, Branch Furniture, and Lalo scale video advertising that drives business outcomes. 

Backed by M12 (Microsoft’s Venture Fund), NVP Capital, and Eniac Ventures, we’re scaling fast and hiring foundational team members to help us reach the next stage of growth.

Key Responsibilities

• Customer Success & Optimization: Serve as the primary point of contact for customers, understanding their business objectives, and ensuring their campaigns align with these goals. Analyze and optimize campaign performance, providing data-driven insights and recommendations to improve creative effectiveness and ROI. Proactively monitor customer accounts to identify and address issues, recommending adjustments to budget, targeting, and creative elements as needed.
• Campaign Strategy & Execution: Collaborate with customers to develop tailored campaign strategies that leverage our platform’s unique capabilities, aligning with their brand goals and KPIs. Guide clients on best practices for creative design, media placement, and targeting to ensure optimal results. Coordinate with internal teams, including creative, data, and engineering, to execute and refine campaign strategies.
• Relationship Building & Retention: Build and maintain strong relationships with customers, promoting trust and collaboration to ensure long-term satisfaction and retention. Conduct regular check-ins and quarterly reviews, presenting insights, achievements, and strategic recommendations for future campaigns. Gather and report customer feedback to internal teams, advocating for features and solutions that meet evolving client needs.
• Performance Tracking & Reporting: Track, measure, and report on campaign performance and key metrics, providing transparent insights to clients. Utilize data analytics tools to continuously monitor success metrics and develop actionable recommendations. Prepare and present performance reports, highlighting successes and growth opportunities.
• Product & Industry Expertise: Stay informed on industry trends, platform updates, and new features to provide customers with the latest information and ensure their campaigns remain competitive. Act as a subject matter expert on the Upscale platform, guiding clients in making the most of our technology.

Qualifications

• Experience: Minimum of 4 years in customer success, account management, or campaign management, ideally within advertising, digital marketing, or related industries. Proven success in managing customer accounts, optimizing campaigns, and delivering measurable improvements in campaign performance.
• Technical & Analytical Skills: Familiarity with digital advertising metrics, performance measurement, and data analytics tools. Ability to analyze data, interpret results, and communicate insights effectively to customers. Experience with advertising platforms, campaign management tools, and optimization practices.
• Communication & Collaboration: Excellent communication and interpersonal skills, with a client-focused approach and ability to present complex information in an understandable way. Strong relationship-building skills with experience in managing customer expectations and providing responsive, proactive support.
• Problem-Solving: Proactive problem solver with the ability to identify issues, evaluate options, and implement effective solutions. Ability to work in a fast-paced, dynamic environment, handling multiple accounts and priorities.
• Education: Bachelor’s degree in Marketing, Business, Communications, or a related field.

What We Offer

• Competitive salary and benefits package.
• Flexible work hours and remote work options (average 3 days per week in office).
• Opportunities for professional growth and development.
• A collaborative and inclusive work environment.
• The chance to work on an exciting and innovative startup.
• Work with a seasoned team of serial entrepreneurs.

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