Customer Success Manager for GSA

Smartly•Chicago, IL

8d•Hybrid

About The Position

As a Customer Success Manager at Smartly, you'll take ownership of our global customers from the first week on, give consultative advice, scope and drive long-term success and drive customer satisfaction. You will act as both a strategic and operational partner to Smartly’s global clients, functioning as a crucial link between them, the digital platforms and Smartly. You get the seat in the cutting edge of the fast-paced online marketing industry, which allows you to learn super fast about growing and nurturing your own book of business, managing customer relationships with global clients, and scaling the operations of an ambitious growth company. As a Customer Success Manager at Smartly you will...

Requirements

Have 3–5+ years of digital marketing experience (paid social and/or Google), ideally within SaaS, MarTech, or AdTech in a customer-facing role
Have experience managing a portfolio of accounts and driving measurable customer outcomes
Have a deep understanding of paid social, Google, and the broader digital advertising ecosystem (Meta, TikTok, YouTube, Pinterest, etc.)
Are comfortable addressing technical challenges and partnering with technical teams when needed
Are skilled in translating complex goals into strategic plans that drive adoption, retention, and growth
Have a track record of improving operational processes for customers (workflows, stakeholder coordination, launch readiness, and ongoing account rhythms)
Have strong communication skills — able to explain complex ideas clearly, tailor messaging across seniority levels, and present to senior stakeholders
Are a proactive problem-solver with a growth mindset and positive attitude
Are able to work in a hybrid capacity from our New York City office 3 days a week (more if you like)
Are able and willing to travel for meetings, conferences and industry events

Responsibilities

Manage and grow your book of business across key digital platforms like DV360, TikTok, YouTube and Meta
Build trust-based relationships with day-to-day and senior client and partner stakeholders
Guide Smartly adoption to improve client stickiness, efficiency, and performance
Drive strategic alignment by translating customer goals into platform outcomes and tailored success plans
Drive operational success by establishing clear operating rhythms (kickoffs, weekly check-ins, QBRs), roles/responsibilities, and escalation paths
Improve customer day-to-day execution by standardizing workflows, defining success metrics, and ensuring teams know how to use Smartly effectively
Partner cross-functionally with Product, Engineering, Client Partners, Creative Services, and Product Marketing to solve customer challenges and share feedback that helps improve the product
Act as a consultative partner, bringing industry insights, platform best practices and Smartly recommendations to customer conversations
Partner with internal teams to troubleshoot issues, remove blockers, and keep launches and key milestones on track
Monitor account health signals (adoption, support trends, product usage) and proactively address risks to ensure consistent delivery
Contribute to team initiatives that improve customer workflows, internal processes, or customer engagement
Maintain and develop strong knowledge of Smartly tooling and digital marketing to continuously help solve customer problems
Support commercial and strategic conversations with customers through QBRs, proposals, partnership expansions, and roadmap discussions (in partnership with internal stakeholders as needed)