Customer Success Manager for GSA

What you'll do

• Manage and grow book of business across key digital platforms like DV360, TikTok, YouTube and Meta
• Build trust-based relationships with day-to-day and senior client and partner stakeholders
• Guide Smartly adoption to improve client stickiness, efficiency, and performance
• Drive strategic alignment by translating customer goals into platform outcomes and tailored success plans
• Drive operational success by establishing clear operating rhythms (kickoffs, weekly check-ins, QBRs), roles/responsibilities, and escalation paths
• Improve customer day-to-day execution by standardizing workflows, defining success metrics, and ensuring teams know how to use Smartly effectively
• Partner cross-functionally with Product, Engineering, Client Partners, Creative Services, and Product Marketing to solve customer challenges and share feedback
• Act as a consultative partner, bringing industry insights, platform best practices and Smartly recommendations to customer conversations
• Partner with internal teams to troubleshoot issues, remove blockers, and keep launches and key milestones on track
• Monitor account health signals (adoption, support trends, product usage) and proactively address risks
• Contribute to team initiatives that improve customer workflows, internal processes, or customer engagement
• Maintain and develop strong knowledge of Smartly tooling and digital marketing
• Support commercial and strategic conversations with customers through QBRs, proposals, partnership expansions, and roadmap discussions

Requirements

• 3–5+ years of digital marketing experience (paid social and/or Google), ideally within SaaS, MarTech, or AdTech in a customer-facing role
• Experience managing a portfolio of accounts and driving measurable customer outcomes
• Deep understanding of paid social, Google, and the broader digital advertising ecosystem (Meta, TikTok, YouTube, Pinterest, etc.)
• Comfortable addressing technical challenges and partnering with technical teams when needed
• Skilled in translating complex goals into strategic plans that drive adoption, retention, and growth
• Track record of improving operational processes for customers (workflows, stakeholder coordination, launch readiness, and ongoing account rhythms)
• Strong communication skills — able to explain complex ideas clearly, tailor messaging across seniority levels, and present to senior stakeholders
• Proactive problem-solver with a growth mindset and positive attitude
• Able to work in a hybrid capacity from New York City office 3 days a week (more if desired)
• Able and willing to travel for meetings, conferences and industry events

Tech stack

Benefits