Customer Success Lead

Adthena•Austin, TX

2d•Hybrid

About The Position

As a Customer Success Team Lead, you’re a senior IC and early people leader. You lead by example in client delivery and act as the performance multiplier for a small group of CSMs. You support onboarding, coach team capability, and contribute to process and playbook evolution. Your goal is to deliver excellence for your accounts, while also ensuring your team does the same — through structure, support, and shared learning.

Requirements

Minimum of 5+ years of experience in managing Google Ads/search accounts for clients
A good understanding of the Digital Marketing landscape, PPC, including the Search ecosystem
Experience in client-facing/client services roles, with strong stakeholder skills up to C-level
Strong analytical skills (Looker, Tableau or similar data visualisation tools)
A customer-centric approach focused on delivering value
Hands-on leadership experience

Nice To Haves

SaaS, AdTech/MarTech or Media Agency background

Responsibilities

Implement best practice Customer Management across large Enterprise accounts, resulting in 90%+ gross retention
Deliver renewal and upsell plans for key clients across multiple regions
Facilitate QBRs, workshops, and exec engagement sessions
Manage cross-functional input across BI, Support, and Product
Maintain high standards in forecasting, CRM hygiene, and client health tracking
Directly manage 1–3 CS Managers
Lead feedback sessions and call reviews to improve communication and storytelling
Support onboarding and ramp for new team members
Provide input on performance check-ins and progression planning
Reinforce usage of customer management tools, renewal templates, and risk frameworks
Monitor process adoption and flag gaps to leadership
Identify areas for playbook improvement based on team feedback
Lead retrospectives and contribute to quarterly planning inputs
Bring client feedback and risks into GTM planning and campaign reviews
Partner with AEs and AMs on strategic expansion plays
Liaise with Product on roadmap gaps, patterns, or beta usage
Recognise great work publicly and give developmental feedback privately
Set expectations clearly and celebrate incremental progress
Foster team knowledge sharing and collective problem-solving
Help screen and interview new team members with hiring managers

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.