Customer Solution Manager (Ads)

About Epsilo

Epsilo is the orchestration layer for media networks across the full marketing funnel, connecting upper-funnel brand building with lower-funnel performance marketing.

We help brands, sellers and agencies navigate an increasingly fragmented media landscape by bringing planning, execution, optimization and performance insights into one operating model. Today our core is marketplace media on Shopee, Lazada and TikTok Shop. Our vision extends to networks such as Meta, YouTube and ChatGPT Ads, connecting channels and workflows so teams can manage their media investment more intelligently.

Through Epsilo One, we build AI-powered solutions that help teams automate complex workflows, make better decisions and scale media operations efficiently. We are a growing team across Southeast Asia, serving hundreds of sellers and agencies. We believe the future of media management is not managing individual platforms, but orchestrating connected systems that turn data into decisions and decisions into business outcomes.

The role

As Senior Customer Solutions Manager, you own strategic customer relationships and help brands, sellers and agencies realize more value from Epsilo One.

You work directly with customer leadership to understand their business priorities, find opportunities to improve media performance, and turn them into practical, scalable solutions. You combine customer advisory, marketplace advertising expertise, data-driven problem solving and hands-on AI implementation.

This role goes beyond traditional customer success. You design and implement AI-enabled workflows, management reports, insights and alerts that turn customer requirements into repeatable operating systems. You help customers adopt them, prove their business value, and build the capability to run them independently.

As one of the early members of the customer solutions function, you will shape the playbooks, delivery standards and reusable solution frameworks that let Epsilo scale across customers and markets, and influence our product roadmap along the way.

This is a role for a commercially minded solutions leader who enjoys complex business problems, senior stakeholders, and building practical solutions where media, data and AI meet.

What you'll do1. Own strategic customer relationships and success

• Build trusted relationships with decision-makers across marketing, e-commerce, media and commercial teams.
• Translate customer business objectives into clear success plans.
• Drive onboarding, adoption, engagement and ongoing value realization.
• Spot adoption barriers and customer risks early, and coordinate internal teams to resolve them.
• Communicate progress, insights and recommendations to customer leadership.

2. Drive media performance and business outcomes

• Advise customers on marketplace advertising strategy, media operations and performance optimization.
• Help customers see how media investment across upper- and lower-funnel channels contributes to their business objectives.
• Turn campaign metrics, performance trends and competitive signals into actionable recommendations.
• Show Epsilo's value through measurable improvements in decision-making, efficiency and advertising performance.

3. Design and implement AI-enabled customer solutions

• Translate business challenges into practical workflows, reports, alerts and AI-assisted decision systems.
• Configure Epsilo capabilities and develop prompts, context layers and automations for customer use cases.
• Build and validate solutions that help customer teams find opportunities, diagnose performance issues and act on insights.
• Work with customers to operationalize solutions, measure adoption and establish sustainable ways of working.
• Be clear about the line between advising, implementing, and executing campaigns on a customer's behalf. Every solution should make customers more capable and independent, not permanently reliant on managed services.

4. Drive account growth and commercial opportunities

• Identify expansion opportunities across brands, storefronts, markets, teams and use cases.
• Partner with Sales on account expansion, reactivation and renewal readiness.
• Build business cases that connect Epsilo's capabilities to customer priorities and measurable value.
• Use adoption and performance signals to find opportunities for deeper engagement.

5. Turn customer solutions into scalable products

• Convert successful implementations into reusable templates, playbooks and solution frameworks.
• Work with Product and Engineering to turn customer needs into clear product requirements.
• Validate recurring customer problems and prioritize opportunities that benefit many accounts.
• Set delivery standards that improve reliability and reduce repetitive manual work.

6. Build the customer solutions practice

• Develop playbooks and methods for solution discovery, implementation, adoption and value measurement.
• Set consistent standards for customer-facing deliverables and solution quality.
• Share learnings across teams and help onboard, coach and develop future members of the function.

What you bringExperience and customer expertise

• 6+ years in performance marketing, marketplace advertising, ads operations, customer solutions or related consulting.
• Deep hands-on advertising experience on Shopee, Lazada or TikTok Shop.
• Proven success owning enterprise or strategic customer relationships and advising senior stakeholders (CMOs, e-commerce heads, GMs, regional management).
• Strong understanding of e-commerce, retail media, campaign performance and the commercial goals behind media investment.
• Experience turning customer business challenges into practical recommendations and measurable outcomes.

Solution design and AI capabilities

• Practical experience using AI tools to build workflows, automate tasks, create reports or improve decisions, with real examples you can show. Advanced AI engineering can be developed after you join.
• Ability to turn business requirements into working solutions through prompts, automation tools, platform configuration and collaboration with technical teams.
• Strong analytical skills and fluency in ROAS, CPC, conversion rate and attribution.
• Ability to explain complex data and technical ideas in clear business language.

Communication and execution

• Strong written and spoken English, and confidence presenting to regional and executive stakeholders.
• Ability to juggle multiple customer priorities while keeping quality and accountability high.
• A consultative, commercially minded approach with strong ownership.
• Comfort in a fast-moving, cross-functional environment.
• A builder's mindset: test ideas, learn fast, and turn what works into repeatable solutions.

Nice to have

• Experience with broader digital media networks such as Meta, YouTube and other paid media platforms.
• Experience in AI-enabled SaaS, martech, solution consulting, implementation or forward-deployed customer roles.
• SQL, Python, Apps Script or other tools for data extraction and automation.
• Agency experience managing multiple brands or customers.