Customer Success Manager (Paid Search)
Customer Success Manager (Paid Search)
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Job Description
Our Mission
Join us in shaping the future of paid search intelligence.
Adthena is an award-winning search intelligence platform powered by patented AI technology and a team of dedicated experts. We help brands marketers and agencies dominate their competitive landscapes with unparalleled insights into the paid search market. Our Whole Market View Smart Monitor and Local View solutions give clients the clarity to optimize spend increase ROI and stay ahead of the competition.
Trusted by global brands like Citibank LOral and Volvo and backed by Updata Partners weve been redefining search intelligence since 2012. Ready to make an impact in an industry-leading company Lets do it together.
In 2024 Adthena continued its winning streak earning 9 major search industry awards. Highlights include Best AI Search Software Solution at the Global Search Awards Best Use of AI for Data at the US Search Awards and Best PPC Management Software Suite at the UK Search Awards.
Why Join Us
We offer the best of both worlds: the maturity and stability of a well-established company combined with the energy agility and impact of a scaling tech organisation. If youve been hesitant about joining a typical tech company due to concerns about chaos fragility or volatility Athena is your answer.
Were beyond early stage chaos offering stability.
Were smaller than large-scale enterprises offering more autonomy less red tape and accelerated growth.
Heres what we offer:
Strong Culture: Our quarterly surveys show a 93% average approval rating for company culture with an overall eNPS of 27.
Award-Winning Product: US 2023 Search Awards for Best Search Tool.
Trust-Based Vacation: Take as much time off as you need when you need it.
Remote-First: 52% of Adthenians work fully remote with others choosing Hybrid Work at our 3 Geohubs (London Austin Sydney).
Flexible Work: Work how and where you do your best with full autonomy over your day.
Career Growth: Bespoke training and career development via Sherpa plans to guide your growth.
Private Medical Insurance: Fully covered health care.
Mental Health Support: Employee Assistance Program offering 24/7 confidential counselling with access to healthier living services such as HeadSpace.
Family Care Package: Up to 6 months fully paid maternity leave and 2 months paternity leave.
Pension & 401(k): Competitive UK/US/AUS pension schemes available from day one.
Home Office Stipend: $200 for your ideal remote setup.
Swag Welcome Gift: $70 credit to grab some merch.
Birthday Day Off: Celebrate your special day.
Regular Socials: Summer & Christmas parties annual and quarterly offsites monthly meet-ups. See here for more info.
Volunteer Days: Make a difference with paid volunteer time each quarter. See here for more info.
About the Role
Reporting to: Stephanie Richardson Senior Manager of Customer Success
Location: Reporting to our London Office (Hybrid 1-2 days/week)
Interviews: 3 stages totalling around 2-2.5 hours over 2 weeks.
Start Date: ASAP
More info: See FAQ below our candidate hub or reach out to
About your Team
Adthena is a Customer Value oriented business. As such the Customer team is critical to our 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 others 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.
What youll do at Adthena...
Responsibilities
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
Provided 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.
Who we look for
Research shows men apply if they meet 60% of the criteria while women and underrepresented groups apply only if they meet all requirements. If you have the skills but dont meet every requirement reach out wed love to explore how you could be a great fit!
Required Experience:
Minimum of 2 years of 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 with strong stakeholder skills up to C-level
Strong analytical skills (Looker Tableau or similar data visualisation tools)
A customer-centric approach focused on delivering value
Desired Experience:
SaaS AdTech/MarTech or Media Agency background
Our Core Values
All Adthenians are expected to align closely with our Core Values.
What it means for your role
Get Shit Done: Were big on taking action owning our challenges and finding solutions.
Freedom with Responsibility: We take charge of results to recognition. We know that our hustle not only moves the needle for the company but also sets us up for personal success.
Deliver Remarkable Quality: We care about exceeding expectations in the work we do and aim to always do our best work as individuals and as a team.
Smart & Always Improving: We strive daily to expand our knowledge and become better at what we do.
Meet your teammates
Youll work closely with:
Simon Koehli
Director Customer Success - EMEA
Richardson
Senior Manager Customer Success - EMEA
Experience:
Manager
Employment Type
Full-Time
