Senior Customer Success Manager

About the role

Smartly is actively seeking a Senior Customer Success Manager to join our EMEA South and Central team, specifically managing a portfolio of advertisers within the Benelux region. This position is based in London, England, United Kingdom, operating under a hybrid engagement model requiring three days per week at the Tottenham Court Road office. In this capacity, you will serve as a trusted advisor, acting as the primary liaison between high-value clients and our internal product development teams. The role demands a strategic partnership approach where you will not only support daily operations but also proactively identify risks and opportunities within client portfolios. Success in this position requires a consultative mindset focused on translating complex market dynamics and platform capabilities into clear, executable plans that drive measurable outcomes. You will be responsible for ensuring client retention and expansion while providing critical feedback loops that directly influence the Smartly product roadmap, thereby maintaining the integrity of the customer experience.

Key facts

What you'll do

Your core responsibilities will revolve around managing a personal book of business with a high degree of ownership. You will provide daily support and strategic guidance to advertisers, assisting them in scaling budgets, improving campaign performance, and reducing manual operational tasks. Developing deep expertise in specific industry verticals such as e-commerce, travel, classifieds, and mobile applications will be essential. You must maintain comprehensive knowledge of the Smartly platform and broader paid social advertising trends to effectively advise clients. Cultivating relationships with key partners including Meta, Pinterest, Snapchat, and TikTok will be a critical component of the role. You will facilitate vital feedback loops between customers and the Smartly product team to actively influence development. Additional duties include analyzing performance data to identify trends, anomalies, and opportunities for optimization, as well as translating technical platform features into business value propositions tailored to specific client needs. You will lead quarterly business reviews and strategic planning sessions with senior stakeholders, coordinate cross-functional support with sales, product, and engineering teams to resolve complex issues, and forecast portfolio performance to identify at-risk accounts for proactive intervention. The role also involves mentoring junior team members, documenting standard operating procedures for client onboarding and ongoing management, representing Smartly at industry conferences to strengthen brand presence, and driving adoption of new platform features through targeted training sessions.

Requirements

To be successful in this Senior Customer Success Manager role, you must possess a minimum of 3 years of experience in paid digital advertising across platforms such as Meta, Pinterest, Snapchat, TikTok, Google, or programmatic channels. A proven background in a customer-facing or success-oriented role is mandatory. You must demonstrate a strong ability to analyze data and translate findings into clear, actionable insights for clients, coupled with proficiency in communicating complex technical concepts to various stakeholders. Fluency in English with strong verbal and written skills is required, as is the willingness and ability to travel for industry events and client meetings. Furthermore, you must have the capacity to work from the London office at least 3 days per week as stipulated by the hybrid engagement model.

Nice to have

Previous experience working directly with the Smartly platform is a significant advantage. Additionally, familiarity with Smartly or similar advertising technology competitors is highly desirable.

Skills & tools

Your expertise should encompass paid social advertising platforms including Meta, Pinterest, Snapchat, and TikTok, along with Google Ads and programmatic advertising. Proficiency with the Smartly platform and strong capabilities in data analysis and strategic consulting are essential for this position.

Practical notes

Please note that this role requires a hybrid presence at our Tottenham Court Road office in London, England, United Kingdom. Appointees should be prepared to travel as needed for professional conferences and client engagements inherent to the Senior Customer Success Manager position.