Customer Success Manager

• We are looking for an addition to our Customer Success team to be a trusted partner to some of the world’s most ambitious advertisers! As a Customer Success Manager at Smartly, you’ll take ownership of our global customers from the first week, give consultative advice, scope and drive long-term success and drive customer satisfaction
• You will act as both a strategic and operational partner to Smartly’s global clients, functioning as a crucial link between them, the digital platforms and Smartly. You get the seat in the cutting edge of the fast-paced online marketing industry, which allows you to learn super fast about growing and nurturing your own book of business, managing customer relationships with global clients, and scaling the operations of an ambitious growth company
• Own and grow a portfolio of global, enterprise-level customers across platforms including Meta, TikTok, YouTube, and Google (DV360)
• Build multi-threaded, trust-based relationships with both operational and executive stakeholders on the client and partner side
• Drive adoption of Smartly to improve customer performance, efficiency, and long-term retention
• Translate customer goals into clear success plans, platform strategies, and measurable outcomes
• Lead strategic customer conversations including QBRs, roadmap discussions, and growth or expansion opportunities
• Act as a key connector across Product, Engineering, Client Partners, Creative Services, and Product Marketing to solve customer challenges and influence future product direction
• Bring industry insights, platform best practices, and Smartly expertise to every customer interaction
• Contribute to internal initiatives that improve customer engagement, scale team operations, or strengthen cross-functional workflows
• Mentor peers and share best practices to support the growth of Smartly’s global Customer Success team
• Maintain deep, up-to-date knowledge of Smartly’s products and the broader digital marketing ecosystem

Benefits

• Career development opportunities, bonus programs and annual performance reviews
• Hybrid working model, with the option to work abroad for up to 30 days
• Company equity options program
• Paid holidays, OOO time and family leaves
• Generous healthcare packages and mental health services- Communicates clearly and confidently across all levels, including senior and executive stakeholders
• Can translate complex customer objectives into clear, actionable strategies that drive adoption, retention, and growth
• Has successfully managed enterprise-level customers and driven measurable business impact
• Is comfortable addressing technical challenges and collaborating closely with technical teams when needed
• Brings a strong understanding of the digital advertising ecosystem, including Meta, TikTok, YouTube, Google, and similar platforms
• Is willing to travel for customer meetings, conferences, and industry events as required
• Is fluent in English; additional languages are a plus
• Is a proactive problem-solver with a growth mindset and positive, collaborative attitude
• Has 4+ years of experience in digital marketing, spanning paid social and Google platforms, ideally in SaaS, MarTech, or AdTech
• Is able to work in a hybrid model from our London office (3 days per week)