- Company Name
- Smartly
- Job Title
- Customer Success Manager
- Job Description
-
**Job Title**: Customer Success Manager
**Role Summary**
Own and drive success for a portfolio of global clients using Smartly’s advertising platform. Serve as both strategic adviser and operational partner to ensure high adoption, satisfaction, retention, and growth across key digital media channels (DV360, TikTok, YouTube, Meta, etc.).
**Expectations**
- Manage and grow assigned book of business.
- Build trust‑based relationships with daily and senior stakeholders.
- Translate client goals into platform outcomes and tailor success plans.
- Deliver measurable outcomes through adoption, efficiency, and performance improvements.
**Key Responsibilities**
- Develop and execute client success plans that align to business objectives.
- Lead and maintain operating rhythms: kick‑offs, weekly check‑ins, quarterly business reviews (QBRs).
- Standardize workflows, define success metrics, and ensure effective use of Smartly.
- Partner cross‑functionally (Product, Engineering, Client Partners, Creative Services, Product Marketing) to resolve issues and share customer feedback.
- Monitor account health signals (adoption, usage, support trends) and proactively mitigate risks.
- Identify and pursue expansion opportunities; support commercial conversations, proposals, partnerships, and road‑map discussions.
- Contribute to internal process and workflow improvements that enhance customer engagement.
**Required Skills**
*Technical & Domain Skills*
- 3–5+ years of paid media experience in Google, paid social, or related SaaS/MarTech/AdTech roles.
- Deep knowledge of the digital advertising ecosystem (DV360, TikTok, YouTube, Meta, Pinterest, etc.).
- Ability to address technical challenges and collaborate with technical teams.
*Strategic & Operational Skills*
- Proven portfolio management and measurable outcome delivery.
- Strong strategic planning: translating complex goals into actionable plans.
- Process improvement: workflows, stakeholder coordination, launch readiness.
*Communication & Interpersonal Skills*
- Excellent written and verbal communication, capable of tailoring messages for all seniority levels.
- Presentation skills for senior stakeholders.
- Proactive problem‑solving mindset with a growth attitude.
*Other Requirements*
- Willingness to work from a hybrid model and travel for client meetings, conferences, and industry events.
**Required Education & Certifications**
- Bachelor’s degree in Marketing, Business, Advertising, or related field preferred. (Specific degree not mandated.)