Customer Success Manager

Position overview

This role reports to the Director of Customer Success. You’ll manage and grow relationships with our agency and brand clients, support them before, during, and after campaigns, and drive adoption of Adelaide’s AU metric in how they plan, buy, and evaluate media.

You’ll join a client-focused team that helps advertisers and their agencies get value and insight from Adelaide’s measurement solutions. You’ll build strong relationships with agency teams and brand marketers and use data insights to improve campaign performance and grow Adelaide’s footprint across their portfolios. Day to day, you’ll work with Sales and Analytics to deliver reports that inform media decisions and keep campaigns running smoothly for agency and brand stakeholders.

We’re looking for someone with 5+ years of experience in digital media, adtech, or advertising. Agency-side or brand-side experience is strongly preferred.

This is a fully remote position open to candidates in the Tri-State Area (NY, NJ, CT), with opportunities to connect with colleagues at our New York office.

The scope and level of responsibility will be calibrated based on experience, with opportunities to take on increasing autonomy and strategic impact over time.

Compensation:
This role offers a competitive compensation package consisting of a base salary plus performance-based variable compensation, with variable compensation making up approximately  20% of total On-Target Earnings (OTE).

• Base Salary Range: $85,000  - $95,000
• OTE Range: $106,250  - $118,750

Final compensation will be calibrated based on experience and the level at which the candidate is hired.

What you'll learn
An important part of our culture is continuous learning and the open sharing of ideas. We offer:

• Access to a broad network of investors and advisors who can help you and your team succeed
• Mentorship from executives with decades of experience in adtech and media
• Regular internal knowledge-sharing sessions
• An education budget to support ongoing professional growth and development

In this role, you’ll learn:

• Build a deep understanding of attention metrics and media quality measurement, and how agencies and brands use them to plan, buy, and optimize media
• Learn to explain Adelaide’s value to both agency stakeholders (planning, buying, investment, and analytics teams) and brand marketers
• Work with Sales, Analytics, and Technical Account Management to deliver for agency and brand clients
• Get skilled at data visualization and storytelling, turning measurement data into recommendations agencies can act on and results brands can take to their leadership
• Help shape a fast-moving, innovative startup

Core responsibilities

• Own and grow relationships with key agency and brand clients, with ongoing support and strategic guidance across their campaigns
• Act as a trusted partner to agency teams, helping them build AU into media planning, activation, optimization, and reporting
• Work with brand marketers to tie attention data to their business objectives and KPIs across the funnel
• Explain Adelaide’s value to agency and brand stakeholders and recommend optimizations based on the data
• Drive adoption of the AU metric across agency holding companies, independent agencies, and brand advertisers
• Work with Sales to deepen agency and brand relationships, expand into new brands within agency portfolios, and grow existing accounts
• Partner with the Analytics team on reports and custom analyses that match each client’s objectives
• Serve as the product expert, guiding agencies and brands through Adelaide’s measurement data and insights
• Coordinate with Technical Account Management on campaign setup for agency and brand clients
• Support AdOps on implementation and execution

What you’ll bring

• Bachelor’s degree required
• 5+ years of experience in digital media, adtech, or advertising, ideally at an agency (media planning, buying, investment, or client services) or on the brand side
• Strong written and verbal communication skills, with the ability to present to both agency teams and brand marketers
• Proficiency in Microsoft Excel and PowerPoint
• Hands-on experience with the tools agencies and brands use, including verification and viewability partners, ad-serving platforms (CM360, Innovid, Extreme Reach, etc.), and DSPs (DV360, TTD, etc.)
• A proven record of managing strategic agency and brand accounts, building relationships across stakeholders, and growing revenue
• Understanding of how agencies run campaigns from planning through activation and reporting, and how brands measure success against business KPIs
• Excellent organization and attention to detail, with the ability to juggle multiple clients and campaigns in a fast-paced environment
• A team-oriented approach, a growth mindset, and excitement about contributing in a fast-moving, high-impact environment

Benefits 

• Medical, dental, and vision insurance
• Paid time off
• Parental leave
• Wellness & Personal Development Stipend
• Holiday break
• Volunteer time off

• Competitive salary
• Stock options
• 401k Retirement Plan

• Remote-first environment
• New York office
• Access to WeWork spaces available

Equal Employment Opportunity (EEO) Statement

Adelaide is proud to be an Equal Opportunity Employer, committed to fostering a diverse, equitable, and inclusive workplace where all employees can thrive. We consider all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other legally protected status.

Our commitment to equal opportunity employment extends beyond basic compliance to encompass the active cultivation of a workplace that values different perspectives, backgrounds, and experiences.