Customer Success Manager

Adthena is an award-winning search intelligence platform with the unique combination of patented, AI-driven technology, and a supportive team of paid search experts, to help brands, marketers, and agencies dominate their competitive landscapes.

We provide customers around the world with a clear view of the competitive landscape, helping them optimize their paid search spend to increase ROI, inform cross-channel strategies, and save time.

Our Whole Market View technology creates a full market map of a client’s entire search landscape; Smart Monitor automatically detects threats and opportunities every day; and our exclusive Local View solution provides the location-based strategic insights that brands, marketers, and agencies need to optimize their spend at local level.

Adthena offers four industry-exclusive solutions that give our customers an unrivaled view of the competitive landscape: Market Entry, Campaign Optimization, Strategic Advantage, and Brand Protection.

Backed by Updata Partners, Adthena was founded in 2012 and now works with 300+ clients across a wide range of industries including finance, retail, gaming, automotive, and technology. Brand customers include Avanti West Coast, Legal & General, Sage, M&S, Volkswagen, and Vodafone. Agency customers include Dentsu, Greenlight, and PHD.

In 2023 alone, Adthena won 8 major search industry awards, including Best US PPC Campaign with L'Oreal at the Global Search Awards, Search Software at the Drum Search Awards, and Best Search Software Tool at the US Search Awards.

About the Customer Success team…

Adthena is a ‘Customer Value’ oriented business. As such, the Customer team is critical to our success. In our Austin 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 other's skills and abilities, ensuring that our clients are successfully achieving their goals. Not only do we work as a close-knit,  highly functional team, we also contribute to the wider business by working closely with Sales and Marketing to encourage business alignment.

Reporting to: CSM Team Lead / Global VP of Sales

What you’ll do at Adthena….

As a Customer Success Manager, you are a strategic partner to the Customer, helping them deliver value from our platform. You'll achieve this by enabling platform adoption, providing best practices, and just as important... bespoke Solution Services with support from the BI team.

As the Customer Success Manager, you will Deliver Remarkable Quality through your keen understanding of client's objectives, coupled with your expertise in paid search. You will also drive customer satisfaction and impact retention by partnering closely with our Account Managers who take commercial ownership of the customer.

More about your role at Adthena…

• During the first 30 days, you will: Learn about the product, the business, the tools we use and 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-assignedclient list. These will be assigned to you in blocks, eventually you will manage 14-20 clients, depending on the size of clients.

• Moving forward you will be responsible for driving engagement via monthly catch-ups and contributing to Quarterly Business Reviews.

• Co-own objective-led 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

• Through strong engagement and a value-first approach, you will identify early risks and mitigate negative customer sentiment or implications that may lead to commercial implications

• After 90 days, along with your Account Manager, you will have successfully conducted Business Reviews with senior stakeholders for each of your clients, fostering 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 87%+ gross revenue retention

• Proved 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 either an individual contributor or explore a management career path.

Required Experience for the R