Adthena

Customer Success Lead

Adthena

full-time

Posted on:

Location Type: Hybrid

Location: Austin • Texas • United States

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Job Level

Senior

Tech Stack

Tableau

About the role

  • Implement best practice Customer Management across large Enterprise accounts, resulting in 90%+ gross retention
  • Deliver renewal and upsell plans for key clients across multiple regions
  • Facilitate QBRs, workshops, and exec engagement sessions
  • Manage cross-functional input across BI, Support, and Product
  • Maintain high standards in forecasting, CRM hygiene, and client health tracking
  • Directly manage 1–3 CS Managers
  • Lead feedback sessions and call reviews to improve communication and storytelling
  • Support onboarding and ramp for new team members
  • Provide input on performance check-ins and progression planning
  • Reinforce usage of customer management tools, renewal templates, and risk frameworks
  • Monitor process adoption and flag gaps to leadership
  • Identify areas for playbook improvement based on team feedback
  • Lead retrospectives and contribute to quarterly planning inputs
  • Bring client feedback and risks into GTM planning and campaign reviews
  • Partner with AEs and AMs on strategic expansion plays
  • Liaise with Product on roadmap gaps, patterns, or beta usage
  • Recognise great work publicly and give developmental feedback privately
  • Set expectations clearly and celebrate incremental progress
  • Foster team knowledge sharing and collective problem-solving
  • Help screen and interview new team members with hiring managers

Requirements

  • Minimum of 5+ 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
  • Hands-on leadership experience
Benefits
  • 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 of 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.
  • Volunteer Days: Make a difference with paid volunteer time each quarter.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
Google AdsPPCdata visualizationLookerTableaucustomer managementforecastingCRM hygieneclient health trackingperformance check-ins
Soft Skills
stakeholder managementcommunicationleadershipteam knowledge sharingproblem-solvingclient-centric approachfeedback deliverycollaborationstrategic planningmentoring