Senior Customer Success Manager (LA)

TL;DR

Fast-growing measurement company looking for a Senior Customer Success Manager to oversee client relationships, ensuring a seamless experience and a strong partnership.

Who we are

Adelaide is the leader in one of the fastest-growing areas of digital advertising: attention metrics. 

Since 2020, we’ve been a trusted measurement partner for 40% of Fortune 50 companies. They rely on our metric, AU, to maximize the effectiveness of media spend. AU is “the attention economy's most widely recognized metric,” according to Adweek, and we swept the measurement category in the 2024 Adexchanger awards.

Our business is growing rapidly—we’ve doubled revenue in just 18 months and grew our team by 45% last year. Earlier this year, in partnership with The New York Times, we launched Adelaide for Publishers, the next step in our vision to create a more fair and equitable marketplace for media.

Adelaide is backed by prominent investors such as Human Ventures (Joe Marchese), Aperiam Ventures (Joe Zawadzki & Eric Franchi), WGI (Jonah Goodhart), and Irwin Gotlieb.

While we have an office in NYC, we’re very remote-friendly and support flexible work arrangements. For this role, we’re specifically looking for someone based in—or able to be active and present in—the Los Angeles market, helping build Adelaide’s presence on the West Coast.

How we operate

We are a team of action-oriented doers; management rolls up their sleeves to contribute daily. Our culture is rooted in curiosity and loosely held but rigorously vetted opinions; everyone is encouraged to contribute to planning and strategy.

Position Overview

This position reports to a Customer Success Team Lead; it is responsible for managing and nurturing relationships with key clients, ensuring support before, during, and after campaigns, and driving the adoption of Adelaide's AU metric across brands, agencies, and partners in media planning and buying.

In this role, you will be joining a dynamic and client-focused team dedicated to delivering value and insights through Adelaide's measurement solutions. You’ll be responsible for managing strategic accounts, fostering strong client relationships and leveraging data insights to optimize campaigns and expand Adelaide's footprint. You will act as a trusted advisor to high-value clients, helping them optimize their campaigns, expand their use of Adelaide’s products, and achieve measurable results.

Day-to-day activities range from collaborating with Sales and Analytics teams to delivering impactful reports and ensuring seamless campaign execution.

We’re seeking a candidate with 5+ years of experience in digital media, adtech, or advertising.

While Adelaide is remote-friendly, we’re looking for someone who will be active and present in the Los Angeles market, owning and building Adelaide’s footprint on the West coast in partnership with the VP of Sales.

The Senior CSM will serve as a strategic member of our wider CS org, with opportunities to connect with colleagues at our New York on an as-needed basis.

What you'll learn

An important part of our culture is continuing education and the sharing of ideas. We offer: 

• A large network of investors and advisors for you to access that will help your team succeed
• Mentorship from executives with decades of experience in adtech and media
• Regular internal knowledge-sharing sessions
• Education budget to accelerate your team’s development

Specifically, in this role, you will:

• Gain a deep understanding of attention metrics and media quality measurement
• Develop expertise in articulating Adelaide's value proposition to clients, including CMOs, media directors, and agency leads.
• Build and nurture relationships with key clients, acting as a trusted advisor and primary point of contact.
• Enhance collaboration skills by working cross-functionally with Sales, Analytics, and Technical Account Management teams
• Master data visualization and storytelling techniques to provide actionable insights
• Navigate and contribute to a fast-paced