Customer Success Manager, SMB Digital Advertising

Education • Bachelor’s degree in Marketing, Business, or a related fieldQualifications• Experience — 2–5 years in digital advertising, media sales, or account management, with a working knowledge of how the ad ecosystem operates• Tools — comfortable with CRM tools (Salesforce) and complex ad-tech platformsKey Responsibilities• Strategic onboarding — dive deep into customer goals to design and run tailored onboarding journeys that turn new sign-ups into power users• Growth and retention — proactively manage a book of high-value SMB accounts, driving product adoption and customer satisfaction through data-backed engagement• Performance consulting — act as the subject matter expert on Client Ads Manager, advising clients on creative best practices and campaign optimizations so they see a real ROI• Revenue ownership — own individual revenue targets by identifying opportunities to scale unmanaged advertisers• Sales pipeline management — maintain high operational standards in Salesforce and keep a consistent cadence of outreach (calls, emails, meetings) to move opportunities through the funnel• Issue resolution — diagnose account issues, such as campaign delivery and trafficking cases, and drive them to resolution with vendor and internal teams, escalating when needed• Cross-functional partnership — work with Sales, Ad Ops, and Product to hand off accounts cleanly, resolve recurring issues, and bring client feedback back to the teamCore CompetenciesGoal: these are the areas we evaluate throughout the interview process.• Client relationship management — proactive communication, expectation-setting, escalation handling• CTV / digital advertising acumen — understands campaign lifecycle, trafficking, delivery, and reporting• Cross-functional coordination — works effectively with Sales, Ad Ops, and Product without formal authority• Problem-solving under ambiguity — diagnoses account issues (e.g., delivery/trafficking cases) and drives them to resolution• Data fluency — reads campaign performance data and translates it into a client narrative• Process rigor — comfortable with CRM/ticketing systems (Salesforce), timeline management, documentation• Coachability & self-awareness — reflects honestly on past misses**Only those lawfully authorized to work in the designated country associated with the position will be considered.** **Please note that all Position start dates and duration are estimates and may be reduced or lengthened based upon a client’s business needs and requirements.**