Customer Success Manager

• Own a book of APAC retailer accounts.
• Day-to-day relationship management for ~15–20 accounts in your initial book, with the expectation of growing into more strategic accounts over time.
• Be the named CSM, the trusted point of contact, and the person retailers think of when they think of EQL.
• Make launches go smoothly.
• Partner with retailers on launch prep, run-of-show, troubleshooting, and post-launch retros.
• Protect and grow the book.
• Build quarterly success plans, monitor account health, and identify expansion opportunities — new categories, new markets, increased launch volume, new launch mechanics.
• Onboard new APAC retailers.
• Guide new partners through activation, from contract signature to their first successful launch.
• Be the voice of the retailer.
• Translate feedback from your accounts into product and engineering priorities through our established cross-functional cadences.
• Contribute to how the team operates.

Engineering Manager

• Set the technical vision for EQL's platform: where it needs to get to, how it gets there, and what the architecture looks like when it does.
• Make the consequential platform decisions (build vs buy, architectural trade-offs, the integration points between EQL, Shopify, and Fans) and make sure the team builds confidently within them.
• Be the technical counterweight in product and leadership conversations: clear-eyed about what's possible, what's hard, and what the right trade-off is.
• Own the intelligence strategy: how recommendation, personalisation, demand forecasting, and audience controls are architected as a compounding layer, not a series of one-off features.
• Think seriously about what best-practice AI engineering looks like for EQL: the data pipelines, feature stores, and inference infrastructure that make intelligence reliable in production, under real load.
• Own the vision for how fan data becomes a strategic asset: what we capture, how we model it, and how it feeds back into better outcomes for brands and better experiences for fans.
• Partner with product to find where intelligence creates the most leverage, then lead the architectural thinking on how EQL, Shopify, and Fans evolve from separate systems into one interconnected platform.
• Lead and develop a team of 12 engineers across two Engineering Managers: setting direction, raising the bar, and building a culture where great work is the norm.
• Own hiring and team shape, building toward the capabilities EQL needs.
• Work with the EMs on delivery and team health; they run the day-to-day, you set the context and standard.
• Build an engineering culture that's AI-native by default, where the team reaches for the best tools, moves fast, and ships things that matter.
• Accountable for the evaluation of and relationships with key technology vendors: AI tooling, ML infrastructure, data platforms, Shopify ecosystem partners.

Customer Success Manager

Head of Engineering