At a Glance
- Tasks: Manage client relationships and drive success in Google Ads and PPC campaigns.
- Company: Join Adthena, an award-winning search intelligence platform with a strong culture.
- Benefits: Enjoy remote work, trust-based vacation, and comprehensive health support.
- Other info: Flexible work environment with excellent career growth opportunities.
- Why this job: Make a real impact in digital marketing with innovative tools and a supportive team.
- Qualifications: 2+ years in Google Ads management and strong client-facing skills required.
The predicted salary is between 45000 - 55000 £ per year.
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.
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?
- 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
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
Customer Success Manager (Paid Search, PPC, Google Ads) employer: Adthena
Adthena is an exceptional employer that combines the stability of an established company with the dynamic environment of a scaling tech organisation. With a strong culture reflected in a 93% approval rating, flexible remote work options, and a commitment to employee growth through bespoke training plans, Adthena offers a supportive and empowering workplace. Employees enjoy unique benefits such as trust-based vacation, comprehensive health coverage, and a family care package, making it an ideal choice for those seeking meaningful and rewarding employment.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager (Paid Search, PPC, Google Ads)
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Adthena. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Adthena before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Success Manager (Paid Search, PPC, Google Ads)
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Adthena:Your cover letter is your chance to shine! Tell us why you want to work at Adthena specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Adthena!
How to prepare for a job interview at Adthena
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
