Strategic Customer Success Manager – Social Ads Growth

Smartly; Hong Kong; On-site; HKD 400,000 - 640,000; Full time

Job summary

Smartly is seeking a Customer Success Manager to own and grow a portfolio of clients using our social advertising platform. You will act as primary contact, work independently to understand client needs, drive retention and expansion, and deliver measurable outcomes across the customer lifecycle.

You will collaborate with Sales, Marketing, Technical Solutions, Services, Product, and Engineering to align goals, advocate for customers internally, and translate data into practical recommendations.

Qualifications

• Experience in a customer success or similar role with ownership of client relationships.
• Experience in media/digital agencies is a plus.
• Strong knowledge of social advertising platforms such as Facebook, Pinterest, and Snapchat.
• Ability to work independently, manage priorities, and make sound decisions for assigned accounts.
• Ability to explain complex concepts clearly and translate data into practical insights.
• Strong written and spoken communication skills.
• Willingness to travel for customer meetings, conferences, and industry events when needed.

Responsibilities

• Own assigned customer accounts end to end, acting as the primary point of contact and taking full responsibility for client outcomes.
• Manage a growing book of business and work independently to drive adoption, renewals, expansion, and customer advocacy.
• Move beyond reactive support by proactively identifying opportunities to improve customer performance and long-term value.
• Develop a strong understanding of the Smartly platform and social advertising to solve customer problems and provide clear, practical guidance.
• Build and maintain strong working relationships with customers and external partners such as Facebook, Pinterest, and Snapchat.
• Collaborate closely with internal teams including Sales, Marketing, Technical Solutions, Services, Product, and Engineering to support customer goals.
• Represent the voice of the customer internally to help inform sales processes and product development.

Skills

Client relationships

Media agencies

Social ads

Communication

Travel readiness

Job description

Smartly is seeking a Customer Success Manager to own and grow a portfolio of clients using our social advertising platform. You will act as primary contact, work independently to understand client needs, drive retention and expansion, and deliver measurable outcomes across the customer lifecycle.

You will collaborate with Sales, Marketing, Technical Solutions, Services, Product, and Engineering to align goals, advocate for customers internally, and translate data into practical recommendations.