Senior Customer Success Manager (London)

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 Senior Customer Success Manager at Smartly, you'll take ownership of your own customers from the first week on, give consultative advice, scope and drive successful product trials and drive customer engagement. You function as the crucial link between customers, Meta, Pinterest, Snapchat, and TikTok and our product development team. You get the seat in the cutting edge of the 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. In this London-based role, you will be part of the EMEA South & Central Customer Success team focusing on Benelux. AS A SENIOR 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.io tool and paid social advertising in general so that you're constantly able to solve customers' problems * Build, manage and develop strong relationships with customers and partners such as Meta, Pinterest, Snapchat and TikTok * Collaborate with customers, Smartly Customer Success Managers and product development team to maintain the quick feedback loop WE'RE DEFINITELY LOOKING FOR YOU, IF YOU... * Possess 3+ years of paid digital advertising (Meta, Pinterest, Snapchat, TikTok, Google and programmatic). * 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 Tottenham Court Road, 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 * Experience using the Smartly platform is highly desirable #LI-CD1 #LI-HYBRID   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 to learn more. The processing of your information is described in our Candidate Privacy Notice.

Opening We are looking for an Enterprise CSM to join our team at Didomi's London office as we help global brands improve their digital brands’ performance, grow ad revenue, and reduce privacy compliance risk. You will support our whole suite of privacy products. In this role, you will own and grow a portfolio of enterprise-level accounts, manage senior client relationships, deliver new client training and product demos, support integration on client properties, work collaboratively with teams across the company to relay client feedback, and more. As the strategic lead for your enterprise accounts, you will act as the primary point of contact for key stakeholders, build long-term account plans that align our products to each client's commercial objectives, and coordinate cross-functional resources to deliver against them. Job Responsibilities Own and manage assigned relationships within our growing portfolio of clients across the UK and Ireland Serve as the strategic lead for enterprise-level accounts, building tailored account plans, driving retention and growth, and managing senior and executive stakeholder relationships Lead regular business reviews for enterprise clients, tracking commercial outcomes against agreed objectives and identifying opportunities for expansion Provide world-class service through a variety of activities, including new client trainings and walkthroughs, technical support, and business reviews Capture and share product feedback with our engineering and product teams Demonstrate an interest in gaining technical expertise related to our products and offerings Report to the client services team to establish and meet account management goals and objectives Interpret data insights from our platform to recommend improvements and changes that will yield positive results for clients Stay up to date with the changing landscape of data privacy regulations Qualifications Significant experience working in a client-facing services role, ideally managing enterprise or strategic accounts Exceptional client management skills, including experience engaging senior and executive stakeholders Strong project management experience Ability to manage conflicting priorities and meet deadlines Demonstrates a high degree of initiative and ownership Exceptional written and verbal communication skills Ability to be flexible and adaptable in high-intensity situations Enthusiasm for working in a cross-cultural team with clients across multiple countries Technical & Analytical Skills Basic understanding of digital advertising and operations Ability to understand technical concepts and components of digital websites Experience using complex datasets to track performance trends, identify anomalies, and determine root causes Experience running analyses and presenting insights back to clients in a clear and meaningful way Nice to Have Experience using client-facing tools such as Zendesk, Slack, and HubSpot Experience using internal tools such as Salesforce, Planhat, and Jira Experience with JavaScript, HTML, and CSS (strongly encouraged) Customer-facing experience with publishers or digital media companies Experience using AI productivity tools Recruitment process HR Screen (15 minutes) Hiring Manager Interview with our Director, Customer Success United Kingdom (30 minutes) Interview with our VP of Client Services & Global Enterprise (30 minutes) Take-home Case Study Case Study Presentation Final Interview with a Founder (30 minutes)