Senior Customer Success Manager
About the role
As a Senior Customer Success Manager at Smartly, you'll take ownership of your own customers from the first week on, giving consultative advice, scoping and driving successful product trials, and driving customer engagement. You function as the crucial link between customers, Meta, Pinterest, Snapchat, and TikTok and our product development team.
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 developing 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
Requirements
- Possess 5+ years of paid digital advertising experience (Meta, Pinterest, Snapchat, TikTok, Google, and programmatic)
- Experience in a customer success or similar customer-facing function
- Proactive problem-solver with a positive attitude and a strong desire to help customers achieve their goals
- Comfortable addressing technical challenges and collaborating with technical teams when needed
- Results-driven mentality with a bias for action and collaboration
- Able to explain complex concepts clearly and translate data into actionable insights
- Strong spoken and written communication skills in English, with the ability to create connections and engage confidently with a variety of audiences
- Able to work in a hybrid capacity from our New York City office 3 days a week (more if you like)
- Able and willing to travel for meetings, conferences, and industry events
- Previous knowledge of Smartly or similar players is a plus
- Experience using the Smartly platform is highly desirable
Qualifications
- Passionate about being at the forefront of the social advertising industry
- Proud of driving retention and growth among valued customers by understanding their business needs and helping them succeed
- Results-driven mentality with a bias for action and collaboration
- Strong communication skills in English, with the ability to create connections and engage confidently with a variety of audiences
- Able to work in a hybrid capacity from our New York City office 3 days a week (more if you like)
- Able and willing to travel for meetings, conferences, and industry events
Skills
- Customer success management
- Consultative selling
- Product knowledge
- Technical problem-solving
- Collaboration with cross-functional teams
- Communication and presentation skills
Benefits
- Five weeks paid time off (PTO), 11 company paid holidays, unlimited sick days
- Generous healthcare packages & mental health benefits
- 401K plus matching & equity grants for all new Smartlies
- Wellness benefit & learning reimbursement opportunities
- Volunteer time off days & company donation matching opportunities
Pay
The base pay range for this position is $110,000 - $130,000 per year, plus an annual performance bonus. We take into consideration an individual's background, expertise, and experience in determining final salary. In addition to annual salary, Smartly's total rewards provide employees with stock options, medical/dental/vision insurances, retirement savings benefits, parental leave, 5 weeks vacation, unlimited sick days, life insurance, and disability benefits.
Schedule
This is a full-time position with a hybrid work schedule, working 3 days a week from our New York City office and 2 days remotely.