Customer Success Manager ANZ

About the role

In this position, you will join the Sales team to manage end-to-end advertising campaigns and build lasting partnerships across the ANZ region. You will provide consultative service to grow revenue while helping clients navigate our audio and podcast advertising ecosystem. The role involves owning the full client lifecycle with a focus on strategic advisory and operational excellence. You will act as a trusted advisor, aligning client objectives with Spotify's capabilities in audio and podcast media. Success in this role is defined by your ability to drive client retention, expansion, and satisfaction through proactive relationship management. You will leverage deep product and market knowledge to ensure clients achieve their desired business outcomes. This position requires a disciplined, data-driven approach to managing complex advertising initiatives from initiation to completion.

Key facts

What you'll do

• Manage the full campaign lifecycle, including RFP submission, media planning, and final reporting for advertising initiatives.
• Serve as the primary contact for agency and advertiser partners to ensure campaign goals are met and expectations are aligned.
• Oversee campaign setup, creative trafficking, and performance monitoring across managed and biddable channels to maintain quality and timelines.
• Use data storytelling to present actionable insights and campaign wrap-ups to clients in a clear, impactful manner.
• Identify and pitch incremental growth opportunities to expand client investment and enhance the value of their Spotify advertising portfolio.
• Provide product expertise and onboarding support for Spotify Ads Manager (SAM) to ensure smooth adoption and effective usage.
• Collaborate with internal teams to ensure accurate billing, invoice reconciliation, and operational efficiency across all client touchpoints.
• Use AI tools to optimize daily workflows, automate routine tasks, and improve the accuracy and speed of reporting outputs.
• Coordinate cross-functional dependencies to resolve client issues, escalate when necessary, and maintain high service standards.
• Develop and maintain strong consultative relationships with key stakeholders to uncover new needs and drive strategic account plans.
• Monitor industry trends and competitive landscape changes to advise clients on best practices and emerging opportunities in audio advertising.
• Support the development of success playbooks and case studies that highlight client wins and can be used for future sales enablement.
• Maintain detailed documentation of client interactions, decisions, and outcomes to ensure continuity and knowledge transfer.
• Proactively manage risk and compliance considerations related to client campaigns and contractual obligations.

Requirements

• Hold a Bachelor degree in Marketing, Advertising, Sales, or Business from an accredited institution.
• Bring a minimum of 6 years of experience in digital media planning or buying within an agency or client-side environment.
• Demonstrate a deep understanding of the advertising ecosystem, including programmatic and biddable media strategies and execution.
• Show proficiency in Excel, PowerPoint, and standard digital media systems such as CRMs, OMSs, and ad servers.
• Prove the ability to manage complex projects and cross-functional workflows independently with minimal supervision.
• Exhibit strong communication skills with experience presenting data-driven insights to stakeholders at various organizational levels.
• Maintain availability to work from the Sydney office 3 days per week to support team collaboration and in-person client meetings.
• Display strong analytical skills with the capacity to interpret campaign performance data and translate findings into actionable recommendations.
• Demonstrate a high level of ownership and accountability for client outcomes, with a results-oriented mindset and attention to detail.
• Show commitment to continuous learning and adaptability in a fast-paced, technology-driven advertising environment.
• Possess excellent written and verbal communication skills to articulate complex concepts to both technical and non-technical audiences.
• Exhibit strong interpersonal skills and the ability to build trust and rapport with clients and internal stakeholders.
• Demonstrate resilience and the capability to manage multiple priorities and deadlines in a dynamic work setting.

Skills & tools

• Spotify Ads Manager (SAM)
• Digital media planning and buying
• AI productivity tools
• CRM and OMS software
• Data storytelling and brand measurement analysis

Practical notes

This is a 12-month contractor position hired through a third-party agency. The role requires an in-office presence 3 days per week in Sydney, with flexibility for remote work on other days. Spotify provides reasonable accommodations for the interview process upon request.