Customer Success Manager

Are you a passionate Customer Success Manager with a desire to be at the forefront of the ever-evolving Digital Marketing 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 trials and drive customer engagement. You function as the crucial link between platform partners and our product development team. You’ll work at the cutting edge of a fast-paced online marketing industry, which allows you to learn super fast about growing and nurturing your own book of business, managing customer relationships with large advertisers, and scaling the operations of an ambitious growth company. AS A CUSTOMER SUCCESS MANAGER AT SMARTLY, YOU WILL... * Manage and nurture your own customer accounts through day to day communication and online marketing expertise * Work closely with customers to hone their online marketing strategy and quickly resolve advertiser issues including scaling budgets, campaign performance and manual work * Take full ownership and responsibility of growing and managing your own book of business and develop vertical expertise (e.g. e-commerce, travel, classified, mobile apps, etc) * Develop and maintain excellent knowledge and skills for Smartly tool and digital marketing in general so that you're constantly able to solve customers' problems * Build, manage and develop strong relationships with customers and platform partners such as Meta, Pinterest, Snapchat and TikTok * Collaborate with customers and cross-functional product teams to maintain the quick feedback loop. WE'RE DEFINITELY LOOKING FOR YOU, IF YOU... * Possess 3+ years of paid digital advertising across platform partner * Have experience in a customer success or similar customer-facing function * Are a proactive problem-solver, with a positive attitude and a strong desire to help our customers reach their goals * Are comfortable in addressing technical challenges and collaborate with technical teams when needed * Have a results-driven mentality, with a bias for action and collaboration * Are able to explain complex concepts clearly and translate data into actionable insights * Have strong spoken and written communication skills in English as well as the ability to create connections and engage confidently with a variety of audiences * Are able to work in a hybrid capacity from our London office 3 days a week (more if you like) * Are able and willing to travel for meetings, conferences and industry events * Previous knowledge of Smartly or similar players is a plus ABOUT SMARTLY 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. Visit Smartly [http://smartly.io/] to learn more. The processing of your information is described in our Candidate Privacy Notice [https://cdn.prod.website-files.com/67ed4ab7f914accf87aa070c/698a11cb716926c1d76c1641_Smartly.io%20Group%20-%20Privacy%20Notice%20for%20Candidates%20-%201_2026.pdf].

WHO WE ARE ABOUT STRIPE Stripe is a financial infrastructure platform for businesses. Millions of companies—from the world’s largest enterprises to the most ambitious startups—use Stripe to accept payments, grow their revenue, and accelerate new business opportunities. Our mission is to increase the GDP of the internet, and we have a staggering amount of work ahead. That means you have an unprecedented opportunity to put the global economy within everyone’s reach while doing the most important work of your career. ABOUT THE TEAM Stripe’s Customer Success Managers are ultimately responsible for the complete post-sales lifecycle of a Stripe user, and through your partnership, users will derive maximum value from their investments, leading to project success, retention, and renewal. Few roles provide such a direct impact on the growth of the company. WHAT YOU’LL DO You will become a trusted advisor to these customers, will deeply understand their business and their needs, and help them maximize the value they get from Stripe. This role involves working closely with the user account team, senior executives and engaging in product, payments, and technical conversations at multiple levels of the organization. You will be the user’s internal advocate, helping ensure an excellent Stripe experience, and gathering feedback on ways that Stripe can build the next generation of user-focused solutions. You will love this job if you are a natural relationship and business builder.  RESPONSIBILITIES * Lead the post-sale engagement, retention, and growth of your customers, partnering closely with the Account Executive * Support expansion of your accounts - identify opportunities, drive business outcomes, ensure customers are successful in partnership with the account team * Build and foster relationships with senior executives in business, product, engineering, finance, and IT in partnership with the Account Executive and team * Evangelize Stripe customer success stories and customer success systems and processes * Articulate and drive customer use cases, customer value and expansion while maintaining trusted customer advisor status * Serve as a trusted payments and commerce advisor to the customer and educate them on the use and benefits of our products and our industry * Aligned with the account team, perform business reviews to align on business priorities, Stripe product roadmap, review services satisfaction, share usage patterns or insights, surface issues, provide guidance on how to optimize the value from Stripe, and identify product expansion opportunities.  * Advocate for the customer to internal stakeholders. Share customer feedback and insights to Product Management, Engineering, Support, Marketing, and Sales on the innovation and improvement needed to optimize the Stripe user experience * Drive overall account health including payments performance, cost optimization, product adoption, usage velocity, account renewals and growth, referrals, and customer satisfaction WHO YOU ARE We’re looking for someone who meets the minimum requirements to be considered for the role. If you meet these requirements, you are encouraged to apply. The preferred qualifications are a bonus, not a requirement. MINIMUM REQUIREMENTS * 8+ years of experience in a client-facing role ideally customer success, managing relationships with large, global, and complex organizations, preferably working with a technical product * Strong analytical skills and operating rigor * Strong executive presence and presentation skills, particularly for in-person meetings with multiple stakeholders * History of success as a consultant, pre-sales, technical account management, or equivalent * Experience building comprehensive account plans * Proven track record of achieving targets and goals, preferably in a sales setting * Track record of managing large, complex projects and/or programs * Experience handling difficult customers or situations and can demonstrate resolutions * Must work within a team environment with sales and services peers * Ability to navigate data and people to find answers * A strong understanding of our business and products, and an ability to research/self-starter PREFERRED QUALIFICATIONS * Sophisticated business sense and understanding of underlying drivers and strategy of our user’s businesses * Track record of leading technical conversations and persuading others to take action based on requirements and value provided by solutions * Willingness to tackle things on your own * A capability to work well with a wide range of people, both internally and externally * The motivation and flexibility to work well in a high-growth environment where things change quickly