Customer Success Lead

AdPlenty; København; On-site; DKK 900,000 - 1,200,000; Full time

Job summary

AdPlenty is seeking a hands-on Customer Success & Operations Lead to build and scale a customer function across multi-location brands. You will turn signed agreements into successful implementations and lasting relationships, coordinating onboarding, adoption and retention with cross-functional teams.

You will lead the Customer Operations team, map clear success plans, and drive renewal conversations while collaborating with product, engineering and marketing to reduce manual work and improve

Qualifications

• Experience leading customer success in a SaaS/MarTech or tech-enabled services business.
• Ability to manage onboarding, adoption, retention and account growth.

Responsibilities

• Build the customer success function and playbooks across multi-location brands.
• Own onboarding and implementation with stakeholders (central and local teams, agencies, IT partners).
• Lead customer operations, support, campaign delivery and product feedback loops.
• Drive renewal and expansion conversations with senior leadership.
• Create scalable processes and documentation to enable repeatable workflows.

Job description

Customer Success & Operations Lead

Build up the customer function that helps multi-location brands succeed with AdPlenty.

AdPlenty helps brands and franchise networks manage local marketing across locations and channels. Our platform connects central marketing teams with local users, combining campaign management, organic social content and local activation.

We’re looking for an experienced, hands‑on customer success leader who understands SaaS, digital marketing and technical onboarding, and enjoys building structure in a small team.

Your role is to turn signed agreements into successful implementations, active customers and lasting commercial relationships. Build the playbook and manage clients actively

What you’ll own

Customer value, retention and growth

You’ll establish a consistent approach to customer success across AdPlenty.

• Translate customer goals into practical success plans with clear milestones.

• Drive adoption across both head‑office teams and local users.

• Identify risks early and coordinate action across support, campaign delivery and product.

• Lead renewal and expansion conversations, involving our CEO and sales team where relevant.

• Help customers connect platform usage and campaign activity to their business objectives.

Onboarding and implementation

Our onboarding can involve several stakeholders: central marketing teams, local businesses, agencies and IT partners. You’ll make these projects clear and manageable.

• Lead the handover from sales and clarify scope, commitments and responsibilities.

• Coordinate account access, location data, templates, integrations, tracking and training.

• Structure pilots with agreed success criteria, timelines and a clear decision at the end.

• Ensure customers reach their first meaningful outcome and transition smoothly into ongoing operations.

• Build repeatable onboarding processes, documentation and training materials.

Team leadership and scalable operations

You’ll take over leadership of Customer Operations with 2 employees

• Lead our customer support/onboarding and campaign delivery colleagues.

• Set priorities, clarify ownership and follow up on quality and capacity.

• Establish clear boundaries between customer management, campaign delivery, support and engineering.

• Work with Product and Engineering to turn recurring customer problems into better workflows.

• Use AI and automation to reduce repetitive work while maintaining quality and accountability.

The experience you bring

You have worked in a smaller SaaS, MarTech or technology‑enabled services business, where you helped build or significantly improve a customer success function. You’re comfortable taking responsibility before every process is defined.

We’re particularly interested in experience with:

• Customer ownership: Managing onboarding, adoption, retention and account growth, with examples of outcomes you personally helped deliver.

• Complex implementation: Coordinating customers, agencies and technical colleagues through projects with multiple dependencies.

• Digital marketing: A practical understanding of paid Meta and Google campaigns, organic social, conversion tracking, reporting and lead generation.

• Technical troubleshooting: Understanding account permissions, Meta Business Manager, pixels, GA4/GTM and data integrations well enough to ask the right questions and identify the appropriate specialist.

• Team leadership: Setting priorities, coaching colleagues and maintaining accountability in a small team.

• Process building: Creating workflows that people actually use, supported by CRM, support tools and useful documentation.

You communicate confidently in English with customers and colleagues. Danish or another Scandinavian language is a plus.

What success looks like

We’ll agree targets based on our starting point, focusing on:

• Building the workflows for Costumer Success, playbooks and flows so everyone who their responsibility

• Strong retention and expansion supported by demonstrated customer value.

• Reliable onboarding and campaign delivery, fewer recurring issues and less routine dependence on founders.

Working at AdPlenty

You’ll report to our CEO and work closely with our CPO, Product Design and Engineering team. You’ll have the opportunity to shape how Customer Success and Operations work at AdPlenty, combining direct customer responsibility with team leadership and process development.

We’re based at Matrikel1 in central Copenhagen and work with customers across international markets.