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Smartly.io is seeking a Customer Success Manager to own and grow a portfolio of customers using its AI-powered social advertising platform. You will take full responsibility for assigned clients, working independently to understand their business needs, create long-term value, and drive retention and expansion.
In this role, you will:
- Own assigned customer accounts end-to-end, serving as the primary point of contact and taking full responsibility for client outcomes
- Manage a growing book of business and drive adoption, renewals, expansion, and customer advocacy independently
- Move beyond reactive support by proactively identifying opportunities to improve customer performance and long-term value
- Develop strong understanding of the Smartly platform and social advertising to solve customer problems and provide practical guidance
- Build and maintain strong working relationships with customers and external partners such as Facebook, Pinterest, and Snapchat
- Collaborate closely with internal teams including Sales, Marketing, Technical Solutions, Services, Product, and Engineering to support customer goals
- Represent the voice of the customer internally to inform sales processes and product development
You will sit at the intersection of customers, media partners, and internal teams to ensure strong outcomes across the customer lifecycle.
Smartly is an AI-powered advertising technology company managing creative and media for 700+ brands worldwide and $6B in ad spend across major platforms. The company powers more than 800 billion impressions and generates more than 300 billion creatives annually. Smartly is recognized as a Leader in The Forrester Wave: Creative Advertising Technologies and operates as a multinational team of 750+ employees from 60+ nationalities across 13 countries.
REQUIREMENTS:
- Relevant experience in a customer success or similar customer-facing role with clear ownership of customer relationships
- Relevant experience in media/digital agencies (a plus)
- Strong knowledge of social advertising platforms such as Facebook, Pinterest, and Snapchat
- Ability to work independently, manage priorities, and make sound decisions for assigned accounts
- Ability to explain complex concepts clearly and translate data into practical insights
- Strong written and spoken communication skills; professional proficiency in spoken and written Mandarin is required
- Willingness to travel for customer meetings, conferences, and industry events when needed
