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 Typeform is a refreshingly different form builder. We help over 150,000 businesses collect the data they need with forms, surveys, and quizzes that people enjoy. Designed to look striking and feel effortless to fill out, Typeform drives 500 million responses every year—and integrates with essential tools like Slack, Zapier, and Hubspot. Who we are Typeform is a refreshingly different form builder. We help over 150,000 businesses collect the data they need with forms, surveys, and quizzes that people enjoy. Designed to look striking and feel effortless to fill out, Typeform drives 500 million responses every year—and integrates with essential tools like Slack, Zapier, and Hubspot. About the Team The Customer Success Team is focused on helping Enterprise customers explore what’s possible with Typeform. We work with our Enterprise customers throughout their lifecycle to ensure that they are using Typeform to their fullest potential. By proactively engaging our customers in different lifecycle stages, we maintain the role of trusted advisor and work with our Enterprise customers to continue to grow with our tools. Ultimately, we believe that Typeform can empower our customers to build meaningful relationships with their team members and customers alike. That mindset drives us as we seek to enable mission critical processes for our customers, and maintain a strong core relationship. About the Role As a Customer Success Manager, you will be primarily responsible for partnering with Typeform’s Enterprise customers to help them achieve their business goals. You’ll work with new customers who have purchased our Enterprise plan, as well as existing customers that have upgraded, driving activation, continued adoption, retention, and creating lasting partnerships. As a product and customer specialist, you will provide recommendations, identify potential obstacles, and utilize internal tools to proactively identify opportunities for customers to expand their use cases. You will drive results through product training, education, use case exploration, and risk prevention and mitigation, in order to continually improve and impact the customer experience. You’ll be a great fit for this role, if you are curious, creative, enjoy problem solving, helping customers discover new opportunities,analyzing data, and find satisfaction in iterating on and improving processes What you’ll do * Partner with customers at key moments in their lifecycle to develop an understanding of their needs and coach them on how to use Typeform to reach their desired goals * Introduce new opportunities to expand usage and optimize client experiences * Use internal tools to monitor customer health, usage metrics, and progress * Connect with and assist customers when they fall out of engagement cadences, nurturing usage and mitigating risk in accounts * Identify expansion opportunities and negotiate and close renewals * Deliver account reviews and information around trends to leadership and cross functional teams * Collaborate across teams (Sales, Support, Product, Community, Marketing) to ensure a smooth journey, and deliver impactful feedback to inform content, program, and product development. What you bring * Proven experience in customer success or a customer relationship management type role with a preference for prior experience working in a SaaS company * Easily builds rapport with customers and team members * A proven track record of expansions and renewals * Process-driven and analytical * Can identify and communicate trends in their book of business * Strong written and verbal communication skills * Ability to breakdown and communicate technical terminology in a non-technical manner * A passion for delivering the quality level of service * Natural curiosity and enthusiasm * A team-focused, collaborative instinct * Flexible, open to change, and a sense of humor never hurts! Extra awesome: * You’re excited about the tools * Time and work management skills to prioritize customer engagements and requests * Previous experience working in a fast-paced organization We also want to ensure equitable pay across the team and alignment with market data — but let us handle those details. We’re committed to clarity and honesty, so feel free to ask us anything along the way. *Typeform drives hundreds of millions of interactions each year, enabling conversational, human-centered experiences across the globe. We move as one team, empowering our collective efforts by valuing each individual’s unique perspective. This fosters strong bondsgrounded in respect, transparency, and trust. We champion our diverse customer base by anticipating their needs and addressing their challenges with priority. Committed to excellence, we hold high expectations for ourselves and each other, continuously striving to deliver exceptional results. We are proud to be an equal-opportunity employer. We celebrate diversity and stand firmly against discrimination and harassment of any kind—whether based on race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or expression, or veteran status. Everyone is welcome here. *Typeform drives hundreds of millions of interactions each year, enabling conversational, human-centered experiences across the globe. We move as one team, empowering our collective efforts by valuing each individual’s unique perspective. This fosters strong bonds grounded in respect, transparency, and trust. We champion our diverse customer base by anticipating their needs and addressing their challenges with priority. Committed to excellence, we hold high expectations for ourselves and each other, continuously striving to deliver exceptional results. We are proud to be an equal-opportunity employer. We celebrate diversity and stand firmly against discrimination and harassment of any kind—whether based on race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or expression, or veteran status. Everyone is welcome here.