Are you passionate about being at the forefront of the ever-evolving social advertising industry? Do you take pride in driving retention and growth among valued customers by understanding their business needs and helping them succeed?
As a Customer Success Manager at Smartly, you'll take ownership of your own customers from the first week, give consultative advice, scope and drive successful product adoption and grow customer engagement. You function as the crucial link between customers, Meta, Pinterest, Snapchat, and TikTok and our product development team.You’ll get a front row seat to the fast-paced online marketing industry, which will allow you to learn quickly about growing and nurturing your own book of business, managing customer relationships with large advertisers, and scaling the operations of an ambitious growth company.
Your primary focus will be on the Smartly Media product with potential to also work with Smartly Creative clients.
In this Sydney-based role, you will be part of the APAC Customer Success team.
As a Customer Success Manager at Smartly, you will...
- Own & Nurture Your Portfolio: Manage a diverse set of customer accounts and cultivate strong, long-term relationships with key stakeholders. Act as the trusted advisor who understands their unique needs and offers actionable insights that drive success.
- Drive Marketing Excellence: Collaborate closely with customers to optimize their online advertising strategies, ensuring their campaigns perform at their best. Tackle challenges such as budget scaling, performance optimization, and resolving complex issues with precision.
- Be a Product Expert: Stay on top of Smartly’s ever-evolving platform and features, as well as the broader social advertising ecosystem. Leverage this expertise to solve problems quickly and effectively, always finding innovative solutions to our customers' pain points.
- Develop Vertical Expertise: Take ownership of growing and managing a book of business within specific industries (e.g., e-commerce, travel, mobile apps, etc.). Become an expert in those verticals and provide tailored strategies that drive results for customers.
- Collaborate Across Teams: Work cross-functionally with Product, Sales, and Marketing teams to maintain a seamless feedback loop. Share customer insights to inform product development and contribute to a culture of continuous improvement.
- Partner with Industry Leaders: Build and maintain strong relationships with leading platforms like Meta, Pinterest, Snapchat, and TikTok. Work closely with these partners to ensure the best outcomes for our customers.
We're definitely looking for you, if you...
- Have 3+ Years of Experience: You bring 3+ years of relevant experience in customer success, account management, or a similar customer-facing role, ideally in the digital advertising space.
- Know Social Advertising Inside and Out: You’re comfortable navigating platforms like Meta, Pinterest, Snapchat, and TikTok, and you understand the nuances of paid social advertising strategies.
- Are Empathetic & Results-Driven: You thrive on helping customers succeed and are passionate about understanding their challenges and finding solutions. You’re focused on results but also deeply care about the process and customer experience.
- Can Simplify Complexity: You have a knack for explaining complex ideas in a clear and digestible way. Whether it’s data insights or campaign strategies, you can communicate effectively to customers at all levels.
- Have Excellent Communication Skills: You have strong spoken and written communication skills in English, with the ability to build rapport and maintain professional relationships.
- Are Self-Motivated & Collaborative: You’re a self-starter with a bias for action, but you also know the value of working together as a team. You can balance autonomy with collaboration and take initiative when needed.
- Are Flexible & Willing to Travel: You are comfortable working in a hybrid model from our Sydney office (3 days a week, more if desired), and are open to occasional travel for quarterly business reviews, conferences, and industry events.
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Smartly is the AI-powered advertising technology company transforming ad experiences for brands and their consumers. Our comprehensive advertising platform seamlessly integrates the capabilities of media, creative, and intelligence to power more than 800 billion impressions and generate more than 300 billion creatives annually, delivering tangible business outcomes for brands and advertisers.
Smartly is the only company in the industry recognized as a Leader in The Forrester Wave: Creative Advertising Technologies with PwC validating the results it delivers for brands. We manage creative and media for 700+ brands worldwide and $6B in ad spend across the largest media platforms, including Facebook, Google, Instagram, Pinterest, Snap, and TikTok. Our end-to-end technology, unmatched access to media platforms and exceptional customer service help Fortune 500 brands to reach and engage consumers and learn what performs best.Smartly is a multinational and diverse team of 750+ Smartlies from 60+ nationalities, working in 13 countries. Together, we want to create and maintain an inclusive environment where everyone feels respected and heard. Our Diversity, Equity & Inclusion approach is at the heart of it.
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