Customer Success Lead

In this role, you will be responsible for leading and running a sub-team of Customer Success Managers and /or Associates and leading the sub-teams revenue within the region. As the Lead, you will help the team handle a portfolio of customers and drive further change to improve the relationships and product and services adoption. This is the ultimate ‘player coach’ role within the CS function and a great stepping stone for managerial success.
As a Customer Success Lead at Smartly, you will
Positively lead and handle a sub-team of Customer Success Managers and/or Associates in the region to reach their potential.
Mentor the sub-team members and run their day to day output and engagement
Take ownership of the sub-teams revenue, feature adoption, NPS, expansion (where a CP is not allocated), product feedback, customer experience, on-boarding and collaboration with other teams
Coordinate key new customer onboarding
Be responsible for line management tasks such as annual reviews, salary rounds and HR/People related topics supported by your Head of region
Orchestrate the team to follow our enterprise account management playbooks to delight our customers
Become the trusted advisor for your enterprise customers in the sub-team
Ensure high quality customer experience to new and existing customers
Enhance employee engagement and skills development within the team
Improve feature adoption and cross sell services across your customer base
Minimize customer churn and increase revenue
Identify and take action on bottlenecks and areas of improvement
Communicate upwards to your Head of Region optimally on your sub team performance and needs and help the Head of CS develop your sub-region and team
Recruit, onboard and development a growing team of CSA’s and CSM’s
We're definitely looking for you if you
A proven track record in Customer Success and/or Sales
The desire to lead people and help them succeed
Phenomenal understanding of the Smartly product and services
Excellent knowledge of the digital marketing and paid social landscape
Strong communication and interpersonal skills
Track record of a commercial approach to enterprise account management
Perks & Benefits…
Five weeks paid time off (PTO), 11 company paid holidays, unlimited sick days
Flexible in-office, hybrid, & remote work options depending on role 
Generous healthcare packages & mental health benefits
Monthly wellness benefit and learning reimbursement opportunities 
401K plus matching & equity grants for all new Smartlies
Volunteer time off days & company donation matching opportunities 
Computer (MAC or PC), phone with plan 
And so much more…
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About Smartly
Smartly is the AI-powered advertising technology company transforming ad experiences for brands and their consumers. Our comprehensive advertising platform seamlessly integrates the capabilities of media, creative, and intelligence to power more than 800 billion impressions and generate more than 300 billion creatives annually, delivering tangible business outcomes for brands and advertisers.
Smartly is the only company in the industry recognized as a Leader in The Forrester Wave: Creative Advertising Technologies with PwC validating the results it delivers for brands. We manage creative and media for 700+ brands worldwide and $6B in ad spend across the largest media platforms, including Facebook, Google, Instagram, Pinterest, Snap, and TikTok. Our end-to-end technology, unmatched access to media platforms and exceptional customer service help Fortune 500 brands to reach and engage consumers and learn what performs best.Smartly is a multinational and diverse team of 750+ Smartlies from 60+ nationalities, working in 13 countries. Together, we want to create and maintain an inclusive environment where everyone feels respected and heard. Our Diversity, Equity & Inclusion approach is at the heart of it.
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