Agency Customer Success Manager

Smartly.io; New York (NY); On-site; USD 75,000 - 90,000; Full time

Benefits offered by this job

Five weeks paid time off

Generous healthcare packages

401K plus matching

Unlimited sick days

Wellness benefit

Learning reimbursement opportunities

Volunteer time off

Company donation matching

Job summary

Smartly.io is seeking an Agency Customer Success Manager in New York City to own and grow a portfolio of enterprise agency partners. The ideal candidate should have over 4 years of experience in customer success within ad tech or digital advertising, specifically in social advertising platforms. This role involves acting as a trusted advisor, driving adoption, and ensuring measurable results for clients. Competitive salary ranging from $75,000 to $90,000 annually, plus benefits including generous PTO, healthcare packages, and a 401K matching plan.

Qualifications

• 4+ years experience in Customer Success, Account Management, or similar customer-facing role.
• Strong knowledge of social advertising platforms (Meta, TikTok, Pinterest, Snapchat) and programmatic advertising.
• Excellent written and verbal communication skills.

Responsibilities

• Act as primary contact for agency partners, delivering exceptional customer experience and fostering long-term relationships.
• Identify growth opportunities, anticipating challenges, and drive ongoing engagement and retention.
• Provide consultative guidance, best practices, and strategic recommendations.

Job description

About the role

Are you passionate about being at the forefront of the ever-evolving digital advertising industry? Do you thrive on proactively enabling agency partners, driving adoption, and helping agencies deliver measurable results for their clients?

As an Agency Customer Success Manager at Smartly, you will own and grow a portfolio of enterprise agency partners from day one. You’ll act as a trusted advisor, proactively guiding agencies on strategy, product adoption, and best practices across social and programmatic advertising. This role offers a front‑row seat to the fast‑paced online marketing ecosystem, with the opportunity to build long‑term partnerships, influence product direction, and drive meaningful growth for both Smartly and its agency partners.

What you’ll do...

• Act as the primary point of contact for agency partners, delivering an exceptional, value‑driven customer experience and fostering long‑term, collaborative relationships
• Take a proactive approach to agency success by identifying growth opportunities, anticipating challenges, and driving ongoing engagement and retention
• Serve as a subject‑matter expert in the Smartly platform, social advertising, and programmatic fundamentals, providing consultative guidance, best practices, and strategic recommendations
• Partner closely with Agency Sales to develop and execute comprehensive agency development and enablement strategies that drive awareness, adoption, and expansion
• Collaborate cross‑functionally with Onboarding, Technical Solutions, Product, Engineering, and Marketing to align resources and execution in support of agency growth initiatives
• Work hand‑in‑hand with Onboarding teams to design and deliver scalable training programs that enable agency teams to effectively use and adopt the Smartly platform
• Build and deliver agency enablement programs, workshops, and educational resources tailored to different agency maturity levels
• Develop and maintain strong relationships with key industry partners, including Meta, TikTok, Snap, Pinterest, Google, and other ecosystem partners
• Act as the voice of the agency, gathering feedback and insights to help inform Smartly’s product roadmap and go‑to‑market strategy
• Contribute to building a world‑class Agency Customer Success organization by developing playbooks, sharing best practices, and continuously improving internal processes

We’re looking for someone who...

• Has 4+ years of experience in Customer Success, Account Management, or a similar customer‑facing role, ideally within ad tech, martech, or digital advertising
• Brings strong knowledge of social advertising platforms (Meta, TikTok, Pinterest, Snapchat, etc.), with programmatic advertising knowledge as a strong plus
• Is highly empathetic, proactive, and customer‑obsessed, with a genuine desire to help agency partners succeed
• Has a results‑driven mindset with a bias for action, ownership, and cross‑functional collaboration
• Can clearly explain complex concepts and translate data into actionable insights for agency stakeholders
• Thrives in fast‑paced, ambiguous environments and brings a self‑driven, entrepreneurial spirit
• Has excellent written and verbal communication skills and is comfortable presenting to senior stakeholders
• Is willing and able to travel for meetings, conferences, and industry events when needed
• Has the legal right to work in the United States

What We Offer You...

• Five weeks paid time off (PTO), 11 company paid holidays, unlimited sick days
• Generous healthcare packages & mental health benefits
• 401K plus matching & equity grants for all new Smartlies
• Wellness benefit & learning reimbursement opportunities
• Volunteer time off days & company donation matching opportunities
• And so much more…

Salary in USD: $75,000 - $90,000 per year, plus an annual performance bonus and additional total rewards including stock options, medical/dental/vision insurance, retirement savings benefits, parental leave, five weeks vacation, unlimited sick days, life insurance, and disability benefits. This information is provided in accordance with applicable law.

Smartly is committed to being the best place to work for growth‑minded individuals to thrive - explore more in our Culture Handbook!