Customer Success Manager

Smartly.io; Austin (TX); On-site; USD 90,000 - 130,000; Full time

Job summary

Smartly.io is seeking a Customer Success professional to own a portfolio of clients in our social advertising platform. You will understand client needs, drive long-term value, and ensure retention by working with internal teams and external partners.

Ideal candidates have proven experience in customer-facing roles, strong knowledge of social platforms, and the ability to translate data into practical guidance. Travel for meetings and events may be required.

Qualifications

• Relevant experience in a customer success or similar customer-facing role, with clear ownership of client relationships.
• Experience with digital/ad platforms and media agency background is a plus.
• Strong knowledge of social advertising platforms such as Facebook, Pinterest, and Snapchat.
• Ability to work independently, manage priorities, and translate data into actionable insights.

Responsibilities

• Own assigned customer accounts end to end, serving as the primary contact and owner of outcomes.
• Grow a growing book of business by driving adoption, renewals, expansion, and advocacy.
• Proactively identify opportunities to improve customer performance and long-term value.
• Collaborate with Sales, Marketing, Technical Solutions, Services, Product, and Engineering to support customer goals.
• Represent the voice of the customer to influence sales processes and product development.

Skills

Customer success

Account management

Data-driven insights

Communication

Tools

Facebook Ads

Pinterest Ads

Snapchat Ads

Job description

This role focuses on owning and growing a portfolio of customers using Smartly’s social advertising platform. You will take full responsibility for your assigned clients, working independently to understand their business needs, create long-term value, and drive retention and growth. You sit at the intersection of customers, media partners, and internal teams to ensure strong outcomes across the customer lifecycle.

What you will do

• 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

What we are looking for

• Relevant experience in a customer success or similar customer-facing role, with clear ownership of customer relationships
• Relevant 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 your assigned accounts
• Ability to explain complex concepts clearly and translate data into practical insights
• Strong written and spoken communication skills, professional proficiency in spoken and written Mandarin is required.
• Willingness to travel for customer meetings, conferences, and industry events when needed

Curious what it’s like to work at Smartly? Visit our Careers page to see how we grow, collaborate, and make impact together: https://www.smartly.io/careers