Customer Success Lead, Mid-Market & SMB

About Azoma: Azoma is pioneering the future of AI-driven commerce, helping the world's leading consumer brands optimize their visibility across emerging AI platforms including ChatGPT, Amazon Rufus, and Walmart Sparky. We're at the forefront of Agentic Commerce Optimization (ACO), working with clients ranging from high-growth challenger brands to Fortune 500 names like Mars, Unilever, and P&G, to dominate conversational commerce.

The Role: We're seeking a Head of Challenger Brands to build and eventually lead our mid-market customer success function, starting as an individual contributor and growing into the leader of a world-class team. This is a founding role for someone who wants to build something from scratch. You'll start hands-on, personally owning a high-volume portfolio and getting close enough to the day-to-day to know exactly what needs to be systematized. From there, you'll design the processes, playbooks, and infrastructure that let the function scale, then build and lead the team that runs it. This role reports to the Head of Customer Success.

Key Responsibilities:

• Own and manage a portfolio of mid-market and SMB accounts, driving onboarding, adoption, and renewal
• Design and build the scalable, repeatable success processes that will become the backbone of a high-volume book of business
• Analyze performance metrics and translate data into clear, actionable client recommendations
• Build strong working relationships with brand managers and digital teams at growing consumer brands
• Identify accounts with the potential to grow into larger opportunities and flag for expansion
• Own the hiring plan, org structure, and operating model for the challenger brands function; recruit, hire, and lead a world-class team as it scales
• Contribute to product development based on client feedback and market needs
• Build the self-serve resources, playbooks, and templates that will let the function grow efficiently without losing quality

What We're Looking For:

• 4-6+ years of experience in the ecommerce ecosystem
• Experience managing a portfolio of accounts at volume, ideally with a hand in building the processes behind it
• A genuine excitement for process design: you see a manual, ad hoc workflow and immediately start thinking about how to systematize it
• Ambition to build and lead a team
• Solid understanding of marketplace dynamics, SEO, and content optimization
• Comfort working across many stakeholders with varying levels of sophistication
• Strong analytical skills with the ability to turn data into insight quickly
• Excellent organizational and communication skills, able to prioritize across a portfolio while also thinking structurally about how it should scale
• Curiosity about AI tools, automation, or emerging commerce technologies

What You'll Get:

• The opportunity to build and lead an entire function from the ground up
• A founding role with a clear progression path
• Exposure to a wide range of consumer brands, from emerging challengers to household names
• Be part of defining an entirely new category (Agentic Commerce Optimization)
• Competitive compensation and growth opportunities