Customer Success Manager

Adelaide•New York, NY

4d•$85,000 - $95,000•Remote

About The Position

The Customer Success Manager reports to the Director of Customer Success and manages and grows relationships with agency and brand clients. The role supports clients before, during, and after campaigns and drives adoption of Adelaide’s AU metric in media planning, buying, and evaluation. The position works closely with Sales and Analytics to provide reports and insights that inform media decisions and keep campaigns running smoothly. It is fully remote and open to candidates in the Tri-State Area (NY, NJ, CT), with opportunities to connect with colleagues at the New York office. Scope and level of responsibility will be calibrated based on experience, with opportunities for increasing autonomy and strategic impact. Compensation includes a base salary of $85,000–$95,000 and performance-based variable compensation of approximately 20% of total OTE; the stated OTE range is $106,250–$118,750. The role offers the opportunity to develop expertise in attention metrics and media quality measurement, explain Adelaide’s value to agency and brand stakeholders, collaborate across Sales, Analytics, and Technical Account Management, and turn measurement data into actionable recommendations. It also contributes to the growth and development of a fast-moving startup.

Requirements

Bachelor’s degree required.
At least 5 years of experience in digital media, adtech, or advertising.
Strong written and verbal communication skills, including the ability to present to agency teams and brand marketers.
Proficiency in Microsoft Excel and PowerPoint.
Hands-on experience with tools used by agencies and brands, including verification and viewability partners, ad-serving platforms such as CM360, Innovid, and Extreme Reach, and DSPs such as DV360 and TTD.
A proven record of managing strategic agency and brand accounts, building stakeholder relationships, and growing revenue.
Understanding of agency campaign processes from planning through activation and reporting, and of how brands measure success against business KPIs.
Excellent organization and attention to detail, with the ability to manage multiple clients and campaigns in a fast-paced environment.
Team-oriented approach, growth mindset, and enthusiasm for contributing in a fast-moving, high-impact environment.

Nice To Haves

Agency-side experience, ideally in media planning, buying, investment, or client services, or brand-side experience is strongly preferred.

Responsibilities

Own and grow relationships with key agency and brand clients, providing ongoing support and strategic guidance across campaigns.
Help agency teams incorporate AU into media planning, activation, optimization, and reporting.
Work with brand marketers to connect attention data to business objectives and KPIs across the funnel.
Explain Adelaide’s value to agency and brand stakeholders and recommend data-informed optimizations.
Drive adoption of the AU metric across agency holding companies, independent agencies, and brand advertisers.
Work with Sales to deepen client relationships, expand into new brands within agency portfolios, and grow existing accounts.
Partner with Analytics on reports and custom analyses aligned with client objectives.
Serve as the product expert, guiding agencies and brands through Adelaide’s measurement data and insights.
Coordinate with Technical Account Management on campaign setup for agency and brand clients.
Support AdOps with implementation and execution.