Adthena

Customer Success Manager – Paid Search

Adthena

full-time

Posted on:

Location Type: Hybrid

Location: Austin • Texas • United States

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About the role

  • 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 20 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.

Requirements

  • 3+ years of experience in managing Google Ads/Paid Search accounts for clients
  • A good understanding of the Digital Marketing landscape, 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.
  • Bonus Points If You Have: SaaS or Digital Agency background; Experience with competitive intelligence tools; Looker Studio 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. See here for more info.
  • Volunteer Days: Make a difference with paid volunteer time each quarter. See here for more info.
Applicant Tracking System Keywords

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

Hard Skills & Tools
Google AdsPaid SearchDigital MarketingAnalytical skillsCompetitive intelligence toolsLooker Studio
Soft Skills
Client-facingStakeholder managementCustomer-centric approachStrategic insightsRelationship building