Customer Success Manager (Paid Search)

Adthena•Austin, TX

2d•Hybrid

About The Position

As a Customer Success Manager, you are a strategic partner to the Customer, helping them deliver value from our platform. You'll achieve this by enabling platform adoption, providing SEM best practices, and, just as important, bespoke Solution Services with support from the BI team. As the Customer Success Manager, you will Deliver Remarkable Quality through your keen understanding of the client's objectives and expertise in paid search. You will also drive customer satisfaction and impact retention by partnering closely with our Account Managers, who take commercial ownership of the customer.

Requirements

3+ years of 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

Nice To Haves

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

Responsibilities

During the first 30 days, you will: Learn about the product, the business, the tools we use and the processes to set you up for success in your new role
After 60 days, you will have: Arranged 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.
Moving forward, you will be responsible for driving 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
After 90 days, along with your Account Manager, you will have successfully conducted 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
After 12 months, you will have delivered an exceptional client experience, leading to 90%+ gross revenue retention
Provided value on current subscription and scoped out potential upsell opportunities for Account Management.
After 18 months, you will 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.

Benefits

Strong Culture: Our quarterly surveys show a 93% average approval rating for company culture, with an overall eNPS of 27.
Award-Winning Product: US 2023 Search Awards for "Best Search Tool."
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. See here for more info.
Volunteer Days: Make a difference with paid volunteer time each quarter. See here for more info.