Customer Success Manager, Adthena

• Research shows men apply if they meet ~60% of the criteria, while women and underrepresented groups apply only if they meet all requirements. If you have the skills but don't meet every requirement, reach out – we'd love to explore how you could be a great fit!
• 3+ years of 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
• 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
• You’ll work closely with: Josh Baines - Customer Success Director, Stefen Potgieter - Global VP, Customer Success

• Start Date: ASAP
• Interviews: 3 stages totalling around 2 hours