Customer Success Manager, Adthena

• Minimum of 2+ years of experience in managing Google Ads/search accounts for clients
• A good understanding of the Digital Marketing landscape, PPC, including the Search ecosystem
• Experience in client-facing/client services roles, with strong stakeholder skills up to C-level
• Strong analytical skills (Looker, Tableau or similar data visualisation tools)
• A customer-centric approach focused on delivering value

Desirable

• Reporting to: Stephanie Richardson, Senior Manager of Customer Success
• Adthena is a ‘Customer Value’ oriented business. As such, the Customer team is critical to our success. In our London 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
• 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 30 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
• Provided 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

• 3 stages, totalling around 2-2.5 hours over 2 weeks