Customer Success Manager

Job description

Our Mission

Join us in shaping the future of paid search intelligence.

Adthena is an award-winning search intelligence platform powered by patented AI technology and a team of dedicated experts. We help brands, marketers, and agencies dominate their competitive landscapes with unparalleled insights into the paid search market. Our Whole Market View, Smart Monitor, and Local View solutions give clients the clarity to optimize spend, increase ROI, and stay ahead of the competition.

Trusted by global brands like Citibank, L’Oréal, and Volvo, and backed by Updata Partners, we’ve been redefining search intelligence since 2012. Ready to make an impact in an industry-leading company? Let’s do it together.

In 2024, Adthena continued its winning streak, earning 9 major search industry awards. Highlights include Best AI Search Software Solution at the Global Search Awards, Best Use of AI for Data at the US Search Awards, and Best PPC Management Software Suite at the UK Search Awards.

Why Join Us?

We offer the best of both worlds: the maturity and stability of a well-established company combined with the energy, agility, and impact of a scaling tech organisation. If you’ve been hesitant about joining a typical tech company due to concerns about chaos, fragility, or volatility, Adthena is your answer.

• We’re beyond early-stage chaos, offering stability.

• We’re smaller than large-scale enterprises, offering more autonomy, less red tape, and accelerated growth.

Here’s what we offer:

• Strong Culture: Our quarterly surveys show a 93% average approval rating for company culture, with an overall eNPS of 27.

• Award-Winning Product: US 2023 Search Awards for “Best Search Tool.”

• Trust-Based Vacation: Take as much time off as you need, when you need it.

• Remote-First: 52% of Adthenians work fully remote, with others choosing Hybrid Work at our 3 Geohubs (London, Austin, Sydney).

• Flexible Work: Work how and where you do your best, with full autonomy over your day.

• Career Growth: Bespoke training and career development via “Sherpa Plans” to guide your growth.

• Private Medical Insurance: Fully covered health care.

• Mental Health Support: Employee Assistance Program offering ²⁴⁄₇ confidential counselling, with access to ‘healthier living’ services such as ‘HeadSpace’.

• Family Care Package: Up to 6 months fully paid maternity leave, and 2 months of paternity leave.

• Pension & 401(k): Competitive UK/US/AUS pension schemes, available from day one.

• Home Office Stipend: $200 for your ideal remote setup.

• Swag Welcome Gift: $70 credit to grab some merch.

• Birthday Day Off: Celebrate your special day.

• Regular Socials: Summer & Christmas parties, annual and quarterly offsites, monthly meet-ups. See here for more info.

• Volunteer Days: Make a difference with paid volunteer time each quarter. See here for more info.

About the Role

Reporting to: Josh Baines, Director of Customer Success

Location: Austin, TX (Hybrid) OR US Remote (CT or ET)

Interviews: 3 stages totalling around 2 hours over 2 weeks.

Start Date: As soon as you can start

More info: See FAQ below, our candidate hub, or reach out to [email protected]

About your Team

Adthena is a ‘Customer Value’ oriented business. As such, the Customer team is critical to our success. In our Austin office, this team consists of Account Management and Customer Success roles - both of which are critical to the success of our clients.

We work closely together to leverage each other’s skills and abilities, ensuring that our clients are successfully achieving their goals. We work as a close-knit, highly functional team and contribute to the wider business by working closely with Sales and Marketing to encourage business alignment.

What you’ll do at Adthena

As a Customer Success Manager, you are a strategic partner to the Customer, helping them deliver value from our platform. You’ll achieve this by enabling platform adoption, providing SEM best practices, and, just as important… bespoke Solution Services with support from the BI team.

As the Customer Success Manager, you will Deliver Remarkable Quality through your keen understanding of the client’s objectives and expertise in paid search. You will also drive customer satisfaction and impact retention by partnering closely with our Account Managers, who take commercial ownership of the customer.

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.

Who we look for

Research shows men apply if they meet ~60% of the criteria, while women and underrepresented groups apply only if they meet all requirements. If you have the skills but don’t meet every requirement, reach out – we’d love to explore how you could be a great fit!

Required Experience:

• Minimum of 3+ years of experience in managing Google Ads/search accounts for clients

• A good understanding of the Digital Marketing landscape, PPC, including the Search ecosystem

• Experience in client-facing/client services roles, with strong stakeholder skills up to C-level

• Strong analytical skills (Looker, Tableau or similar data visualisation tools)

• A customer-centric approach focused on delivering value

Desired Experience:

• SaaS, AdTech/MarTech or Media Agency background

Our Core Values

All Adthenians are expected to align closely with our ‘Core Values’.

What it means…

• Get Shit Done: We’re big on taking action, owning our challenges, and finding solutions.

• Freedom with Responsibility: We take charge from results to recognition. We know that our hustle not only moves the needle for the company but also sets us up for personal success.

• Deliver Remarkable Quality: We care about exceeding expectations in the work we do and aim to always do our best work as individuals and as a team.

• Smart & Always Improving: We strive daily to expand our knowledge and become better at what we do.

Meet your teammates

You’ll work closely with:

Josh Baines Customer Success Director

LinkedIn: https://www.linkedin.com/in/josh-baines-16608bb1/

Stefen Potgieter Global VP, Customer Success

LinkedIn: https://www.linkedin.com/in/stefanpotgieter/

Audrey Cooper Customer Success Manager

LinkedIn: https://www.linkedin.com/in/audrey-cooper/