Sr. Customer Success Manager

About the role

You will own and grow a portfolio of customer accounts across the region, acting as a trusted advisor who helps brands unlock more value from their digital advertising through the Smartly platform. You will combine commercial thinking, digital advertising expertise, and relationship management to solve complex challenges and improve campaign outcomes for each customer. Working closely with cross-functional teams, you will translate customer feedback into product improvements and shape the overall customer experience. You will also guide customers through product adoption, ensuring they understand how to leverage Smartly to meet evolving business goals. This role requires fluency in both Portuguese and English to communicate effectively with stakeholders at all levels. You will represent the voice of the customer internally while helping the organization refine its products and messaging.

Key facts

What you'll do

Manage and develop a portfolio of customer accounts, building trusted relationships through consistent communication and a deep understanding of their advertising objectives and business context.

Advise customers on their digital advertising strategies, helping them address challenges related to campaign performance, budget scaling, operational efficiency, and adoption of the Smartly platform.

Identify opportunities to expand customer relationships by driving product adoption and aligning Smartly's solutions with customers' evolving business priorities and market conditions.

Build comprehensive knowledge of the Smartly platform and the broader digital advertising ecosystem to provide practical, consultative guidance and solve complex customer problems.

Scope and lead product trials, supporting customers through adoption and helping them understand how Smartly can improve advertising workflows, efficiency, and outcomes.

Collaborate with Customer Success, Product, and other internal teams to share customer insights, resolve challenges, and maintain a strong feedback loop that influences product decisions.

Develop a deep understanding of the industries and markets your customers operate in, using these insights to deliver relevant recommendations and strengthen long-term partnerships.

Communicate clearly and persuasively with different audiences, explaining sophisticated advertising concepts in a way that is actionable and easy to understand.

Proactively monitor customer health and usage patterns, identifying risks and opportunities for growth before they impact business outcomes.

Act as a strategic partner to customers, helping them connect their advertising goals with Smartly's capabilities to achieve measurable improvements.

Support the development of customer success playbooks, enabling best practices that can be scaled across the customer base.

Represent the customer perspective internally, ensuring that product roadmaps and support processes reflect real-world needs and user experiences.

Build and maintain strong relationships with key stakeholders, including media buyers, strategists, and executive sponsors within customer organizations.

Demonstrate ownership of end-to-end customer journeys, from onboarding and adoption through expansion and renewal discussions.

Use data and qualitative insights to identify trends, highlight areas for improvement, and propose solutions that enhance customer value.

Contribute to the continuous improvement of the customer experience by sharing feedback and collaborating with cross-functional teams.

Champion the adoption of new features and platform capabilities, ensuring customers understand how these tools can drive better advertising performance.

Maintain a consultative approach, focusing on business outcomes and helping customers align their advertising strategies with market opportunities.

Requirements

You bring experience managing and developing B2B customer relationships, ideally within SaaS, digital advertising, marketing technology, or an agency environment.

You apply a consultative approach to customer success, with the ability to understand business challenges and translate them into practical, actionable solutions.

You communicate with strong verbal and written skills, including the ability to explain complex concepts clearly to different audiences.

You demonstrate commercial awareness and the ability to identify opportunities that grow customer relationships and product adoption over time.

You show a genuine interest in digital advertising and technology, with the curiosity to build deep knowledge of Smartly's products and the wider advertising ecosystem.

You speak professional English and are fluent in Portuguese, both in written and spoken contexts.

You are willing to travel for customer meetings, conferences, and industry events when business needs require it.

You operate with integrity, ownership, and a results-oriented mindset in all customer interactions.

You are comfortable working in a fast-paced, dynamic environment where priorities may shift based on customer and business demands.

You respect data and use it to inform your customer success strategies and decision-making processes.

You collaborate effectively with remote and distributed teams, using communication tools to maintain strong working relationships.

You manage multiple customer accounts while maintaining a high standard of service and attention to detail.

You are proactive in identifying risks and dependencies that could impact customer satisfaction or retention.

You follow structured processes for documenting customer interactions, feedback, and success metrics.

You adhere to company policies, security guidelines, and professional standards in all customer-facing activities.

Practical notes

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