Customer Success Manager

SmartAssets is seeking a client-centric and assertive Customer Success Manager eager to expand their expertise into the realms of AdTech, AI, and creative optimization. This role is perfect for a proactive problem-solver who can confidently guide clients into feeling valued and in control. 

As the link between our Clients, Sales, and Product teams, the successful candidate will cultivate and nurture customer relationships while spearheading product marketing initiatives. They will be in charge of channelling customer feedback to shape our product roadmap and will craft compelling product communication materials. The ideal candidate will excel at identifying customer pain-points, driving product adoption, and fostering long-term client success.

About SmartAssets:

Incubated within the Stagwell Marketing Cloud, our AI platform empowers brands and creative agencies to produce high-quality advertising content by providing insight into the effectiveness of their creative choices. As part of the SMC, we leverage industry-leading technology and enjoy privileged access to agencies and brands across the advertising spectrum.

What we do:

SmartAssets is taking creative effectiveness to the next level, by bringing creative production, media and data science together. Generative AI is the transformative catalyst for this change, putting us at the forefront of innovation in Stagwell and the wider advertising industry. It’s a privileged and exciting place to be.

Great teams deliver great products, we were founded around three cultural pillars that we strive to follow order to ensure our successful trajectory while having fun along the way. 

1. Collaboration. We believe that bringing together different and varied expertise delivers results greater than the sum of their parts. Part of collaboration is ensuring we challenge each other constructively. This way we ensure that what we are building is really robust, and that we have mutual understanding and transparency. 
2. Curiosity. We want to know why an ad works or doesn’t work. We want to get under the skin of what engages and audience and moves them to action. We believe that data is key to the creative process and enables us to really celebrate excellence in advertising. Something not working is still a valuable data point, which we embrace, bringing science into the art of advertising. We want to know what we don’t know.
3. Commitment. Bringing innovation to the market requires belief and drive. We have incredible momentum and great backing. We must remain committed to making SmartAssets the success we know it can be, focusing on what clients really need and delivering against that every single day.

Responsibilities:

Customer Success Management:

As a founding member of our Customer Success team, you’ll have the responsibility to define processes, establish best practices, and influence how we engage with our customers in the long-term.

• Be the primary point of contact for customers, managing relationships, and ensuring they succeed in reaching their goals by using our platform
• Gather and synthesize feedback on feature effectiveness and areas for improvement
• Represent customer needs to the product team, influencing the product roadmap
• Develop and deliver training materials for customer onboarding
• Handle customer issues and work with the technical team to resolve them quickly

Product Marketing:

• Create and distribute communications about new features, updates, and product vision
• Develop guides, tutorials, and resources for customers and internal teams
• Translate the product roadmap into engaging teasers and announcements
• Ensure commercial opportunities are shared with the business development team

Desired Skills:

• Customer-centric mindset with 2-5 years of experience in customer success/account management role 
• Strong communication skills able to distill complex ideas into clear, compelling messages
• Organized and proactive, capable of juggling multiple responsibilities in a fast-paced environment
• Collaborative spirit, thriving in cross-functional teams and building strong relationships
• Technical aptitude and comfort discussing technical concepts with various stakeholders