Customer Success Manager

Summary

Join Adthena, an award-winning search intelligence platform, and become a Customer Success Manager. In this role, you will be a strategic partner to clients, helping them maximize the value of our platform. You will achieve this by enabling platform adoption, providing SEM best practices, and delivering bespoke solution services. You will work closely with Account Managers to drive customer satisfaction and retention. Adthena offers a strong culture, remote-first flexibility, and excellent benefits, including trust-based vacation, private medical insurance, and generous parental leave. The ideal candidate will have 3+ years of experience managing Google Ads/Paid Search accounts and a strong understanding of the digital marketing landscape. This is a hybrid or remote position based in Austin, TX or US remote (CT or ET).

Requirements

• 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

Responsibilities

• Learn about the product, the business, the tools we use and the processes to set you up for success in your new role
• Arrange 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
• Drive 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
• Successfully conduct 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
• Deliver an exceptional client experience, leading to 90%+ gross revenue retention
• Prove value on current subscription and scope out potential upsell opportunities for Account Management
• 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

Preferred Qualifications

• SaaS or Digital Agency background
• Experience with competitive intelligence tools
• Looker Studio experience

Benefits

• Trust-Based Vacation: Take as much time off as you need, when you need it
• Remote-First: 52% of Adthenians work fully remote, with others choosing Hybrid Work at our 3 Geohubs (London, Austin, Sydney)
• Flexible Work: Work how and where you do your best, with full autonomy over your day
• Career Growth: Bespoke training and career development via “Sherpa Plans” to guide your growth
• Private Medical Insurance: Fully covered health care
• Mental Health Support: Employee Assistance Program offering 24/7 confidential counselling, with access to ‘healthier living’ services such as ‘HeadSpace’
• Family Care Package: Up to 6 months fully paid maternity leave, and 2 months of paternity leave
• Pension & 401(k): Competitive UK/US/AUS pension schemes, available from day one
• Home Office Stipend: $200 for your ideal remote setup
• Swag Welcome Gift: $70 credit to grab some merch
• Birthday Day Off: Celebrate your special day
• Regular Socials: Summer & Christmas parties, annual and quarterly offsites, monthly meet-ups
• Volunteer Days: Make a difference with paid volunteer time each quarter