Senior Customer Success Manager

Smartly•New York, NY

1d•Hybrid

About The Position

Are you passionate about being at the forefront of the ever-evolving social advertising industry? Do you take pride in driving retention and growth among valued customers by understanding their business needs and helping them succeed? As a Senior Customer Success Manager at Smartly, you'll take ownership of your own customers from the first week on, give consultative advice, scope and drive successful product trials and drive customer engagement. You function as the crucial link between customers, Meta, Pinterest, Snapchat, and TikTok and our product development team. 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 large advertisers, and scaling the operations of an ambitious growth company. In this New York City-based role, you will be part of the North America Customer Success team.

Requirements

Possess 5+ years of paid digital advertising experience (Meta, Pinterest, Snapchat, TikTok, Google and programmatic).
Have experience in a customer success or similar customer-facing function
Are a proactive problem-solver, with a positive attitude and a strong desire to help our customers reach their goals
Are comfortable addressing technical challenges and collaborating with technical teams when needed
Have a results-driven mentality, with a bias for action and collaboration
Are able to explain complex concepts clearly and translate data into actionable insights
Have strong spoken and written communication skills in English as well as the ability to create connections and engage confidently with a variety of audiences
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

Nice To Haves

Previous knowledge of Smartly or similar players is a plus
Experience using the Smartly platform is highly desirable

Responsibilities

Manage and nurture your own customer accounts through day-to-day communication and online marketing expertise
Work closely with customers to hone their online marketing strategy and quickly resolve advertiser issues including scaling budgets, campaign performance and manual work
Take full ownership and responsibility of growing and managing your own book of business and develop vertical expertise (e.g. e-commerce, travel, classified, mobile apps, etc.)
Develop and maintain excellent knowledge and skills for the Smartly platform and paid social advertising in general so that you're constantly able to solve customers' problems
Build, manage and develop strong relationships with customers and partners such as Meta, Pinterest, Snapchat and TikTok
Collaborate with customers, Smartly Customer Success Managers and the product development team to maintain the quick feedback loop