Customer Success Manager

We are looking for an addition to our Customer Success team to be a trusted partner to some of the world’s most ambitious advertisers! As a Customer Success Manager at Smartly, you'll take ownership of our global customers from the first week, 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.

What you’ll do:

• Own and grow a portfolio of global, enterprise-level customers across platforms including Meta, TikTok, YouTube, and Google (DV360)
• Build multi-threaded, trust-based relationships with both operational and executive stakeholders on the client and partner side
• Drive adoption of Smartly to improve customer performance, efficiency, and long-term retention
• Translate customer goals into clear success plans, platform strategies, and measurable outcomes
• Lead strategic customer conversations including QBRs, roadmap discussions, and growth or expansion opportunities
• Act as a key connector across Product, Engineering, Client Partners, Creative Services, and Product Marketing to solve customer challenges and influence future product direction
• Bring industry insights, platform best practices, and Smartly expertise to every customer interaction
• Contribute to internal initiatives that improve customer engagement, scale team operations, or strengthen cross-functional workflows
• Mentor peers and share best practices to support the growth of Smartly’s global Customer Success team
• Maintain deep, up-to-date knowledge of Smartly’s products and the broader digital marketing ecosystem

We’re looking for someone who:

• Has 4+ years of experience in digital marketing, spanning paid social and Google platforms, ideally in SaaS, MarTech, or AdTech
• Has successfully managed enterprise-level customers and driven measurable business impact
• Brings a strong understanding of the digital advertising ecosystem, including Meta, TikTok, YouTube, Google, and similar platforms
• Is comfortable addressing technical challenges and collaborating closely with technical teams when needed
• Can translate complex customer objectives into clear, actionable strategies that drive adoption, retention, and growth
• Communicates clearly and confidently across all levels, including senior and executive stakeholders
• Is a proactive problem-solver with a growth mindset and positive, collaborative attitude
• Is able to work in a hybrid model from our London office (3 days per week)
• Is willing to travel for customer meetings, conferences, and industry events as required
• Is fluent in English; additional languages are a plus

What we offer you:

At Smartly, we offer a place where you can advance your career. Here, you'll find:

• An Inclusive Global Culture: Join a team of over 750 Smartlies, representing more than 60 nationalities across 24 locations in 13 countries. We cultivate a culture built on trust, transparency, and open feedback, where diverse perspectives are valued and encouraged.
• Global Impact: Contribute to a company making a global impact, directly influencing our customers' success and business growth.
• Focus on Wellbeing: We prioritize your health with healthcare packages, mental health services, and a commitment to work-life balance through paid holidays and family leave.
• Comprehensive Rewards: Benefit from equity options, performance-based rewards, competitive compensation, and career development opportunities.
• Flexible Hybrid Workplace: Experience a hybrid work model, balancing office collaboration with remote work, and the option to work abroad for up to 30 days annually.

Smartly is committed to being a great place for growth-minded individuals to thrive. Explore more in our Culture Handbook!