Customer Success Manager

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.

In this Sydney-based role, you will be part of the APAC Customer Success team.

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 of Smartly’s product, 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, fellow 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 relevant experience in a customer success or similar customer-facing function
• Have a good understanding of social advertising (Meta, Pinterest, Snapchat, TikTok).
• Are highly empathetic, with a positive attitude and a strong desire to help our customers reach their goals.
• Have a results-driven mentality, with a bias for action and collaboration.
• Are able to explain complex concepts clearly and translate data into insights.
• Have strong spoken and written communication skills in English.
• Are able to work in a hybrid capacity from our Sydney office 2 days a week (more if you like).
• Are able and willing to travel for quarterly business reviews, conferences and industry events as required.

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