Customer Success Manager (Paid Search)

Adthena is an award-winning search intelligence platform with the unique combination of patented, AI-driven technology, and a supportive team of paid search experts, to help brands, marketers, and agencies dominate their competitive landscapes.

Backed by Updata Partners, Adthena was founded in 2012 and now works with 300 clients across a wide range of industries including finance, retail, gaming, automotive, and technology. Brand customers include Avanti West Coast, Legal & General, Sage, M&S, Volkswagen, and Vodafone. Agency customers include Dentsu, Greenlight, and PHD.

In 2023 alone, Adthena won 8 major search industry awards, including Best US PPC Campaign with L'Oreal at the Global Search Awards, Search Software at the Drum Search Awards, and Best Search Software Tool at the US Search Awards.

About the Customer Success 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. Not only do we work as a close-knit, highly functional team, we also contribute to the wider business by working closely with Sales and Marketing to encourage business alignment.

Reporting to: CSM Team Lead

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 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 client's objectives, coupled with your 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.

More about your role at Adthena…

• During the first 30 days, you will: Learn about the product, the business, the tools we use and 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-assignedclient list. These will be assigned to you in blocks, eventually you will manage 14-20 clients, depending on the size of clients.
• Moving forward you will be responsible for driving engagement via monthly catch-ups and contributing to Quarterly Business Reviews.
• Co-own objective-led 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
• Through strong engagement and a value-first approach, you will identify early risks and mitigate negative customer sentiment or implications that may lead to commercial implications
• After 90 days, along with your Account Manager, you will have successfully conducted Business Reviews with senior stakeholders for each of your clients, fostering 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 87% gross revenue retention
• Proved 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 either an individual contributor or explore a management career path.

Required Experience for the Role:

• 2 years 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, strong stakeholder skills up to CxO level
• Commercially oriented with a proven track record of achieving targets
• Proficient in high-touch customer management, regularly delivering value to clients
• Self-motivated and able to work independently
• Seeking a strategy-focused role without the stress of campaign responsibilities
• Strong written and verbal communication skills
• Strong analytical skills
• Exceptional organisational skills

Desired Experience for the Role:

• SaaS/Vendor background is a plus
• Digital/Media Agency Experience
• Looker Studio experience would be desirable not not essential

Why join Adthena?

• Work on a multi-award-winning product in a position where you are being valued and feel you can make your mark
• Annual performance bonus
• Remote-Friendly
• Trust-based annual leave
• Flexible working environment
• Receive stock options. Our employees do incredible work, so as we grow everyone shares the rewards.
• Family care package (Up to 6 months fully paid maternity & up to 2 months paternity cover)
• Private Medical Insurance (Health, Vision & Dental)
• Home Office Stipend (Up to £200)
• 401(k) - Eligible from day one
• Training & career development pathway
• Great culture- helping all employees to learn, grow and develop their skillset
• Join a company with an extremely fast growth trajectory. (We’ve now got three offices globally and we don’t plan to stop there!)
• $70 credit to purchase Adthena swag when you join (Items range from Apparel, Office Items and Drinkware)
• Birthday or a day off during your birthday month to celebrate in style. 🎂 Whether you want to relax, spend time with loved ones, or treat yourself, this policy is about honouring your special day.
• Regular socials - Summer and Christmas Parties, Quarterly company offsites & monthly get-togethers
• Volunteer Days - We encourage employees to engage in volunteer activities
• Strong culture values: Deliver Remarkable Quality, Smart and Always Improving, Freedom with Responsibility, and Get Shit Done!