Customer Success Manager (Paid Search, PPC, Google Ads)

Customer Success Manager (Paid Search, PPC, Google Ads)

Join to apply for the Customer Success Manager (Paid Search, PPC, Google Ads) role at Adthena

Our Mission

Join us in shaping the future of paid search intelligence.

Adthena is an award‑winning search intelligence platform powered by patented AI technology and a team of dedicated experts. We help brands, marketers, and agencies dominate their competitive landscapes with unparalleled insights into the paid search market. Our Whole Market View, Smart Monitor, and Local View solutions give clients the clarity to optimize spend, increase ROI, and stay ahead of the competition.

Trusted by global brands like Citibank, L’Oréal, and Volvo, and backed by Updata Partners, we’ve been redefining search intelligence since 2012. Ready to make an impact in an industry‑leading company? Let’s do it together.

In 2024, Adthena continued its winning streak, earning 9 major search industry awards. Highlights include Best AI Search Software Solution at the Global Search Awards, Best Use of AI for Data at the US Search Awards, and Best PPC Management Software Suite at the UK Search Awards.

Why Join Us?

• We’re beyond early stage chaos, offering stability.
• We’re smaller than large‑scale enterprises, offering more autonomy, less red tape, and accelerated growth.

Here’s what we offer:

• Strong Culture: Our quarterly surveys show a 93% average approval rating for company culture, with an overall eNPS of 27.
• Award‑Winning Product: US 2023 Search Awards for \”Best Search Tool.\”
• Trust‑Based Vacation: Take as much time off as you need, when you need it.
• Remote‑First: 52% of Adthenians work fully remote, with others choosing Hybrid Work at our 3 Geohubs (London, Austin, Sydney).
• Flexible Work: Work how and where you do your best, with full autonomy over your day.
• Career Growth: Bespoke training and career development via \”Sherpa plans\” to guide your growth.
• Private Medical Insurance: Fully covered health care.
• Mental Health Support: Employee Assistance Program offering 24/7 confidential counselling, with access to ‘healthier living’ services such as ‘HeadSpace’.
• Family Care Package: Up to 6 months fully paid maternity leave, and 2 months paternity leave.
• Pension & 401(k): Competitive UK/US/AUS pension schemes, available from day one.
• Home Office Stipend: $200 for your ideal remote setup.
• Swag Welcome Gift: $70 credit to grab some merch.
• Regular Socials: Summer & Christmas parties, annual and quarterly offsites, monthly meet‑ups.
• Volunteer Days: Make a difference with paid volunteer time each quarter.

About the Role

Reporting to: Stephanie Richardson, Senior Manager of Customer Success

Location: London Office (Hybrid 1‑2 days/week)

Interviews: 3 stages, totalling around 2‑2.5 hours

Start Date: ASAP

More info: See FAQ below, our candidate hub, or reach out to recruitment@adthena.com

About your Team

Adthena is a ‘Customer Value’ oriented business. The Customer team is critical to our success, partnering closely with Sales and Marketing to align business goals.

What you’ll do at Adthena

Responsibilities

• During the first 30 days: Learn about the product, the business, the tools we use, and the processes to set you up for success.
• After 60 days: Arrange calls and face‑to‑face meetings with key stakeholders on a pre‑assigned green client list; manage up to 30 clients.
• Moving forward: Drive engagement via monthly catch‑ups and contribute to Quarterly Business Reviews.
• Co‑own success plans with clients, guiding them through milestones to achieve value and capturing outcomes.
• Act as a trusted advisor, delivering strategic insights and best practices where necessary.
• Be the voice of the customer, providing feedback internally to product and management.
• After 90 days: Conduct Business Reviews with senior stakeholders for each client, fostering a high client Health Score and building referable relationships.
• After 12 months: Deliver an exceptional client experience, leading to 90%+ gross revenue retention.
• Provide value on current subscriptions and scope out potential upsell opportunities.
• After 18 months: Establish a proven track record as an Adthena CSM, opening opportunities as an individual contributor or in a management path.

Who we look for

Research shows men apply if they meet ~60% of the criteria, while women and underrepresented groups apply only if they meet all requirements. If you have the skills but don\’t meet every requirement, reach out – we\’d love to explore how you could be a great fit!

Required Experience

• Minimum 2+ years managing Google Ads/search accounts for clients.
• Good understanding of the Digital Marketing landscape, PPC, and the Search ecosystem.
• Experience in client‑facing or client services roles with strong stakeholder skills up to C‑level.
• Strong analytical skills (Looker, Tableau or similar data visualisation tools).
• Customer‑centric approach focused on delivering value.

Desired Experience

• SaaS, AdTech/MarTech or Media Agency background.

Our Core Values

• Get Shit Done: Taking action, owning challenges, and finding solutions.
• Freedom with Responsibility: Taking charge of results to recognition, setting ourselves up for personal success.
• Deliver Remarkable Quality: Exceeding expectations and doing best work as individuals and as a team.
• Smart & Always Improving: Expanding knowledge daily and becoming better at what we do.

Meet your teammates

• Director, Customer Success – EMEA
• Senior Manager, Customer Success – EMEA

Seniority level

Mid‑Senior level

Employment type

Full‑time

Job function

Advertising and Marketing

Industries

Advertising Services, Software Development, and Marketing Services