Customer Success Manager

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.

We provide customers around the world with a clear view of the competitive landscape, helping them optimize their paid search spend to increase ROI, inform cross-channel strategies, and save time.

Our Whole Market View technology creates a full market map of a client’s entire search landscape; Smart Monitor automatically detects threats and opportunities every day; and our exclusive Local View solution provides the location-based strategic insights that brands, marketers, and agencies need to optimize their spend at local level.

Adthena offers four industry-exclusive solutions that give our customers an unrivaled view of the competitive landscape: Market Entry, Campaign Optimization, Strategic Advantage, and Brand Protection.

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 London 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. We work as a close-knit, highly functional team and contribute to the wider business by working closely with Sales and Marketing to encourage business alignment.

Reporting to:

• Senior Manager, Customer Success

More about your role at Adthena…

• During the first 30 days, you will: Learn about the product, the business, the tools we use and the 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-assigned ‘green’ client list. These will be assigned to you in blocks, eventually, you will manage up to 30 clients, depending on the size of the clients.
• Moving forward you will be responsible for driving engagement via monthly catch-ups and contributing to Quarterly Business Reviews.
• Co-own 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
• After 90 days, along with your Account Manager, you will have successfully conducted Business Reviews with senior stakeholders for each of your clients, fostering a 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 90%+ 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 an individual contributor or explore a management career path.

Required Experience:

• Minimum of 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
• Strong analytical skills
• A customer-centric approach focused on delivering value

Desired Experience:

• A SaaS background is a plus

Why join us?

• Work on a multi-award-winning product in a position where you are being valued and feel you can make your mark
• Remote-Friendly
• Flexible working environment
• 20% Annual performance-based bonus
• Trust-based annual leave
• Receive stock options. Our employees do incredible work, so as we grow everyone shares the rewards.
• Family care package (6 months fully paid maternity & 2 months paternity cover)
• Private Medical Insurance (Vitality Health)
• Home Office Stipend (Up to £200)
• 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
• Strong culture values: Deliver Remarkable Quality, Smart and Always Improving, Freedom with Responsibility, and Get Shit Done!