Customer Success Manager, Adthena

• 3+ years experience in managing Google Ads/Paid Search accounts for clients
• A good understanding of the Digital Marketing landscape, including the Search ecosystem
• Experience in client-facing client services roles, strong stakeholder skills up to CxO level
• Strong analytical skills
• A customer-centric approach focused on delivering value

Desirable

• Reporting to: Josh Baines, Director of Customer Success
• Adthena is a ‘Customer Value’ oriented business. As such, the Customer team is critical to our success
• In our Austin office, this team consists of Account Management and Customer Success roles - both of which are critical to the success of our clients
• We work closely together to leverage each other's skills and abilities, ensuring that our clients are successfully achieving their goals
• We work as a close-knit, highly functional team and contribute to the wider business by working closely with Sales and Marketing to encourage business alignment
• As a Customer Success Manager, you are a strategic partner to the Customer, helping them deliver value from our platform
• You'll achieve this by enabling platform adoption, providing SEM best practices, and just as important... bespoke Solution Services with support from the BI team
• As the Customer Success Manager, you will Deliver Remarkable Quality through your keen understanding of the client's objectives and expertise in paid search
• You will also drive customer satisfaction and impact retention by partnering closely with our Account Managers who take commercial ownership of the customer
• During the first 30 days, you will: Learn about the product, the business, the tools we use and the processes to set you up for success in your new role
• After 60 days, you will have: Arranged calls and F2F meetings with key stakeholders on a pre-assigned ‘green’ client list. These will be assigned to you in blocks, eventually, you will manage up to 20 clients, depending on the size of the clients
• Moving forward you will be responsible for driving engagement via monthly catch-ups and contributing to Quarterly Business Reviews
• Co-own success plans with your clients, guiding them through key milestones to achieve value, and capturing outcomes along the way
• Act as a trusted advisor, an extension of their team, delivering strategic insights and best practices where necessary
• Be the voice of the customer, providing feedback internally to product and management
• After 90 days, along with your Account Manager, you will have successfully conducted Business Reviews with senior stakeholders for each of your clients, fostering a high client Health Score in your book of business and building referable relationships with key clients
• After 12 months, you will have delivered an exceptional client experience, leading to 90%+ gross revenue retention
• Proved value on current subscription and scoped out potential upsell opportunities for Account Management
• After 18 months, you will have: A proven track record as an Adthena CSM, where you can further your career as an individual contributor or explore a management career path

• Interviews: 3 stages totalling around 2 hours over 2 weeks
• Start Date: As soon as you can start

• Remote-Friendly
• Untracked annual leave
• Flexible working environment
• Receive stock options. Our employees do incredible work, so as we grow everyone shares the rewards
• Family care package (6 months fully paid maternity & 2 months paternity cover)
• Home Office Stipend
• Training & career development pathway
• Great culture- helping all employees to learn, grow and develop their skillset
• Join a company with an extremely fast growth trajectory. (We’ve now got three offices globally and we don’t plan to stop there!)
• WeWork office- Shoreditch location
• Free pair of trainers when you join (you choose what ones you want)
• Lots of social activities to join in; Regular off-sites, bake-offs, office table tennis tournaments and much more!

Total funding: $23.2m

Adthena’s products help marketers target and reach consumers that matter the most to their business according to their business objectives.