Senior Customer Success Manager

At Smartly, we are an AI-powered advertising technology company that transforms advertising experiences for brands & their consumers

We unify the platform world with a comprehensive, multi-channel, full-funnel solution that produces, personalizes and powers intelligent creative

Our creative and media solutions empower our customers to achieve efficient growth, better command of their budgets, and richer intelligence for lasting global success.
 

We are looking for an accomplished and highly motivated operations and digital expert to help us grow and expand our relationships with our largest global customers.
 

Are you motivated by building strategic partnerships with our customers? Do you get a kick out of expanding our solutions and services with our biggest global customers? Do you enjoy creating and executing across teams? Smartly is at the forefront of a seismic shift in the way marketers communicate with consumers and prospects, redefining the customer journey experience as they engage with brands. This position focuses specifically on our largest global customers.

As a Senior Customer Success Manager at Smartly, you'll take ownership of our global customers from the first week on, 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.

In this London-based role, you will be part of the Global Strategic Account team focusing on our global customers.

• Manage and grow your book of business of global accounts across all digital platforms like DV360, Tiktok, Youtube and Meta.

• Build multi-threaded, trust-based relationships with operational and executive client and partner stakeholders 

• Guide Smartly adoption to improve client stickiness, efficiency and performance

• Drive strategic alignment by translating customer goals into platform outcomes and tailored success plans

• Function as the key pillar in cross-functional collaboration - Product Engineering, Client Partners, Creative Services, Product Marketing - to solve customer challenges and influence our product roadmap

• Act as a consultative partner for your customers, bringing industry insights, platform best practices and Smartly strategy to the table

• Lead or contribute to internal initiatives that scale our customer success teams, improve customer and internal workflows or drive customer engagement

• Mentor peers and sharing best practices to contribute to the growth of our global CS team

• Maintain & development excellent knowledge of Smartly tooling and Digital marketing in general, so that you're constantly able to solve customers' problems

• Drive commercial and strategic conversations with your customers through QBRs, proposals, partnership expansions & roadmap discussions.

• Have 6+ years of digital marketing experience in both paid social and google, ideally within SaaS, MarTech, or AdTech working in a customer facing role

• Have proven success managing enterprise-level accounts and driving measurable business impact. 

• Have a deep understanding of paid social, Google, and the broader digital advertising ecosystem (Meta, TikTok, YouTube, Pinterest, etc.)

• Have hands-on experience with Smartly

• Are comfortable in addressing technical challenges and collaborate with technical teams when needed

• Are skilled in translating complex goals into strategic plans that drive adoption, retention, and growth.

• Have strong communication skills — able to explain complex ideas clearly, tailor messaging across seniority levels, and present to executives.

• Are a proactive problem-solver with a growth mindset and positive attitude, 

• Are able to work in a hybrid capacity from our London office 3 days a week (more if you like)

• Are able and willing to travel for meetings, conferences and industry events

• Fluent in English (spoken and written); additional languages are a plus.

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