Agency Customer Success Manager

Smartly•New York, NY

11h•Onsite

About The Position

As an Agency Customer Success Manager at Smartly, you will own and grow a portfolio of enterprise agency partners from day one. You’ll act as a trusted advisor, proactively guiding agencies on strategy, product adoption, and best practices across social and programmatic advertising. This role offers a front-row seat to the fast-paced online marketing ecosystem, with the opportunity to build long-term partnerships, influence product direction, and drive meaningful growth for both Smartly and our agency partners.

Requirements

Has 4+ years of experience in Customer Success, Account Management, or a similar customer-facing role, ideally within ad tech, martech, or digital advertising
Brings strong knowledge of social advertising platforms (Meta, TikTok, Pinterest, Snapchat, etc.), with programmatic advertising knowledge as a strong plus
Is highly empathetic, proactive, and customer-obsessed, with a genuine desire to help agency partners succeed
Has a results-driven mindset with a bias for action, ownership, and cross-functional collaboration
Can clearly explain complex concepts and translate data into actionable insights for agency stakeholders
Thrives in fast-paced, ambiguous environments and brings a self-driven, entrepreneurial spirit
Has excellent written and verbal communication skills and is comfortable presenting to senior stakeholders
Is willing and able to travel for meetings, conferences, and industry events when needed
Has the legal right to work in the United States

Responsibilities

Act as the primary point of contact for agency partners, delivering an exceptional, value-driven customer experience and fostering long-term, collaborative relationships
Take a proactive approach to agency success by identifying growth opportunities, anticipating challenges, and driving ongoing engagement and retention
Serve as a subject matter expert in the Smartly platform, social advertising, and programmatic fundamentals, providing consultative guidance, best practices, and strategic recommendations
Partner closely with Agency Sales to develop and execute comprehensive agency development and enablement strategies that drive awareness, adoption, and expansion
Collaborate cross-functionally with Onboarding, Technical Solutions, Product, Engineering, and Marketing to align resources and execution in support of agency growth initiatives
Work hand-in-hand with Onboarding teams to design and deliver scalable training programs that enable agency teams to effectively use and adopt the Smartly platform
Build and deliver agency enablement programs, workshops, and educational resources tailored to different agency maturity levels
Develop and maintain strong relationships with key industry partners, including Meta, TikTok, Snap, Pinterest, Google, and other ecosystem partners
Act as the voice of the agency, gathering feedback and insights to help inform Smartly’s product roadmap and go-to-market strategy
Contribute to building a world-class Agency Customer Success organization by developing playbooks, sharing best practices, and continuously improving internal processes