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About the Role
Lead and manage a sub-team of Customer Success Managers and/or Associates, driving sub-team revenue within the region. This player-coach role involves managing a customer portfolio, improving relationships, and enhancing product and service adoption, serving as a stepping stone for managerial success.
Responsibilities
- Positively lead and manage a sub-team of Customer Success Managers and/or Associates to reach their potential in the region
- Mentor sub-team members and manage their day-to-day output and engagement
- Take ownership of the sub-team's revenue, feature adoption, NPS, expansion (where a CP is not allocated), product feedback, customer experience, onboarding, and collaboration with other teams
- Coordinate key new customer onboarding
- Manage line management tasks including annual reviews, salary rounds, and HR/People related topics, supported by the Head of Region
- Orchestrate the team to follow enterprise account management playbooks to delight customers
- Become the trusted advisor for enterprise customers in the sub-team
- Ensure high-quality customer experience for new and existing customers
- Enhance employee engagement and skills development within the team
- Improve feature adoption and cross-sell services across the customer base
- Minimize customer churn and increase revenue
- Identify and act on bottlenecks and areas for improvement
- Communicate effectively with the Head of Region on sub-team performance and needs, assisting in sub-region and team development
- Recruit, onboard, and develop a growing team of CSAs and CSMs
Requirements
- Proven track record in Customer Success and/or Sales
- Desire to lead people and help them succeed
- Phenomenal understanding of Smartly products and services
- Excellent knowledge of the digital marketing and paid social landscape
- Strong communication and interpersonal skills
- Track record of a commercial approach to enterprise account management
Skills
- Customer Success
- Sales
- Leadership
- Smartly product and services knowledge
- Digital marketing knowledge
- Paid social landscape knowledge
- Communication skills
- Interpersonal skills
- Commercial approach to enterprise account management
Location
- Hybrid
- Flexible in-office
- Remote
Work Type
- Flexible in-office
- Hybrid
- Remote
Experience Level
- Proven track record in Customer Success and/or Sales
- Track record of a commercial approach to enterprise account management
Benefits
- Five weeks paid time off (PTO)
- 11 company paid holidays
- Unlimited sick days
- Flexible in-office, hybrid, & remote work options depending on role
- Generous healthcare packages
- Mental health benefits
- Monthly wellness benefit
- Learning reimbursement opportunities
- 401K plus matching
- Equity grants for all new Smartlies
- Volunteer time off days
- Company donation matching opportunities
- Computer (MAC or PC)
- Phone with plan
About the Company
- Smartly is an AI-powered advertising technology company transforming ad experiences for brands and consumers. Its comprehensive advertising platform integrates media, creative, and intelligence, powering over 800 billion impressions and generating over 300 billion creatives annually. Recognized as a Leader in The Forrester Wave: Creative Advertising Technologies, Smartly manages creative and media for 700+ brands worldwide and $6B in ad spend across major media platforms like Facebook, Google, Instagram, Pinterest, Snap, and TikTok. The company's technology, platform access, and customer service help Fortune 500 brands engage consumers. Smartly is a multinational team of 750+ employees from 60+ nationalities across 13 countries, committed to an inclusive environment through its Diversity, Equity & Inclusion approach.
Equal Opportunity
- Committed to creating and maintaining an inclusive environment where everyone feels respected and heard, with a Diversity, Equity & Inclusion approach at its core.