Manager, Client Success

Summary

Join StackAdapt as the Manager of Client Success, leading a team of Client Success Managers in providing exceptional customer service and acting as trusted advisors to clients using our self-serve platform. You will work with hundreds of clients throughout their lifecycle, delivering impactful consultation and support to help them achieve their business objectives and increase spending on the StackAdapt platform. Reporting to the VP of Client Services, you will drive efficiencies, improve business performance, foster strong client relationships, and design future service improvements. The ideal candidate is data-driven, customer-focused, and passionate about achieving client success efficiently. This role requires adaptability, creative problem-solving, and a growth mindset. StackAdapt is a remote-first company, but this position prioritizes candidates in the Pacific or Mountain time zones within the United States.

Requirements

• Extensive media experience and programmatic knowledge
• 3+ years of experience managing a client-facing team and growing revenue
• Demonstrated success in leading high-performing client-facing teams, including direct people leadership and cross-functional collaboration
• Willingness to lead from the front, with a proven ability to inspire and energize teams
• Passion for mentorship, team development, and creating a culture of excellence
• Established track record of overcoming challenges, driving solutions, and making data-driven decisions
• The ability to simplify and communicate technical concepts and platform-based knowledge
• Strong interpersonal, verbal and written communication skills
• Proven ability to lead strategic planning, cross-team initiatives, and operational improvements

Responsibilities

• Lead, develop, and inspire a global team of Client Success Managers to deliver exceptional service and achieve client retention and growth targets
• Partner closely with Inside Sales to develop a world-class onboarding program
• Act as a trusted advisor to clients, providing guidance and strategic advice to help them achieve their business objectives
• Drive efficiencies through automation to enable excellent service at scale
• Foster a culture of collaboration and knowledge-sharing among team members and cross-functional stakeholders
• Track and analyze client success metrics and KPIs to measure the effectiveness of client success initiatives and identify areas for improvement
• Be accountable for the customer support platform and ticketing systems, analyzing customer feedback to maintain high customer satisfaction scores
• Serve as a client advocate within the company, championing their needs and priorities

Benefits

• 401K matching
• 3 weeks vacation + 3 personal care days + 1 Culture & Belief day + birthdays off
• Access to a comprehensive mental health care platform
• Full benefits from day one of employment
• Work-from-home reimbursements
• Optional global WeWork membership for those who want a change from their home office
• Robust training and onboarding program
• Coverage and support of personal development initiatives (conferences, courses, etc)
• Access to StackAdapt programmatic courses and certifications to support continuous learning
• An awesome parental leave policy
• A friendly, welcoming, and supportive culture
• Our social and team events!