Customer Success Manager

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!