Customer Success Manager (Paid Search)

Adthena is an award-winning search intelligence platform powered by patented AI technology. The Customer Success Manager will serve as a strategic partner to clients, ensuring they derive maximum value from the platform through engagement, best practices, and tailored solutions.

Responsibilities:

• During the first 30 days, you will: Learn about the product, the business, the tools we use and the processes to set you up for success in your new role
• After 60 days, you will have: Arranged calls and F2F meetings with key stakeholders on a pre-assigned ‘green’ client list. These will be assigned to you in blocks. Eventually, you will manage up to 20 clients, depending on the size of the clients
• Moving forward, you will be responsible for driving engagement via monthly catch-ups and contributing to Quarterly Business Reviews
• Co-own success plans with your clients, guiding them through key milestones to achieve value, and capturing outcomes along the way
• Act as a trusted advisor, an extension of their team, delivering strategic insights and best practices where necessary
• Be the voice of the customer, providing feedback internally to product and management
• After 90 days, along with your Account Manager, you will have successfully conducted Business Reviews with senior stakeholders for each of your clients, fostering a high client Health Score in your book of business and building referable relationships with key clients
• After 12 months, you will have delivered an exceptional client experience, leading to 90%+ gross revenue retention
• Provided value on current subscription and scoped out potential upsell opportunities for Account Management
• After 18 months, you will have a proven track record as an Adthena CSM, where you can further your career as an individual contributor or explore a management career path

Requirements:

• 3+ years of experience in managing Google Ads/Paid Search accounts for clients
• A good understanding of the Digital Marketing landscape, including the Search ecosystem
• Experience in client-facing client services roles, strong stakeholder skills up to CxO level
• Strong analytical skills
• A customer-centric approach focused on delivering value
• SaaS or Digital Agency background
• Experience with competitive intelligence tools
• Looker Studio experience