Manager, Client Success

Summary

Join StackAdapt as the Manager of Client Success and lead a team of Client Success Managers in providing exceptional customer service. Partner with Inside Sales to develop a world-class onboarding program and act as a trusted advisor to clients, offering strategic guidance. Drive efficiencies through automation, foster a collaborative team culture, and track client success metrics. Be accountable for customer support platforms, analyzing feedback to maintain high satisfaction scores. Champion client needs within the company, and leverage data-driven decisions to improve business performance and revenue growth. This role requires extensive media and programmatic knowledge, along with 3+ years of experience managing client-facing teams.

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

• RRSP 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!