Job Overview
Location
Essen, Indiana, USA
Job Type
Full-time
Category
Customer Success Manager
Date Posted
February 12, 2026
Full Job Description
đź“‹ Description
- • As a Customer Success Team Lead at Adthena, you will play a pivotal role in shaping the future of paid search intelligence. You will be a senior individual contributor and an emerging people leader, embodying Adthena's commitment to customer value and driving exceptional client outcomes. This role is crucial for our continued success, working within a dynamic and customer-centric business environment. You will lead by example in client delivery, acting as a performance multiplier for a small group of Customer Success Managers (CSMs). Your leadership will extend to supporting onboarding, coaching team capabilities, and actively contributing to the evolution of our processes and playbooks.
- • Your primary objective is to ensure the delivery of excellence for your assigned accounts while simultaneously empowering your team to achieve the same high standards. This will be accomplished through structured guidance, robust support, and fostering a culture of shared learning and continuous improvement. You will be instrumental in implementing best practices in Customer Management, particularly across large Enterprise accounts, with a clear target of achieving a 90% gross retention rate. This involves developing and executing comprehensive renewal and upsell plans for key clients spanning multiple regions, ensuring their ongoing success and maximizing their return on investment with Adthena's platform.
- • You will be responsible for facilitating crucial client interactions, including Quarterly Business Reviews (QBRs), strategic workshops, and executive engagement sessions. These interactions are designed to deepen client relationships, demonstrate ongoing value, and align Adthena's solutions with client objectives. A key aspect of your role will be managing cross-functional input from various internal teams, including Business Intelligence (BI), Support, and Product. This ensures that client needs and feedback are effectively communicated and acted upon, leading to product enhancements and improved service delivery.
- • Maintaining exceptionally high standards in forecasting accuracy, CRM hygiene, and client health tracking is paramount. This data-driven approach will enable proactive identification of risks and opportunities, ensuring client satisfaction and retention. You will directly manage a team of 1-3 Customer Success Managers, providing them with the guidance, mentorship, and support they need to excel. This includes leading feedback sessions and call reviews to enhance communication skills and storytelling abilities within the team, ensuring they can effectively articulate Adthena's value proposition.
- • A significant part of your leadership will involve supporting the onboarding and ramp-up process for new team members, ensuring they quickly become productive and integrated into the team. You will also provide valuable input on performance check-ins and career progression planning for your direct reports, contributing to their professional development and long-term success within Adthena. Reinforcing the consistent usage of customer management tools, renewal templates, and risk frameworks across the team is essential for operational efficiency and effectiveness.
- • You will actively monitor process adoption, identifying any gaps or areas for improvement and flagging them to senior leadership. Your insights will be crucial in identifying areas where our playbooks can be enhanced, drawing directly from team feedback and real-world application. Leading retrospectives and contributing to quarterly planning inputs will ensure that our strategies are informed by practical experience and evolving market dynamics. Bringing client feedback and identified risks directly into Go-To-Market (GTM) planning and campaign reviews will ensure that our commercial strategies are aligned with customer needs and market realities.
- • You will partner closely with Account Executives (AEs) and Account Managers (AMs) on strategic expansion plays, identifying opportunities for deeper client engagement and revenue growth. Liaising with the Product team on roadmap gaps, emerging patterns, or beta usage will ensure that Adthena's product development is informed by customer insights and market demands. Recognizing great work publicly and providing constructive, developmental feedback privately are key leadership skills you will employ to foster a positive and high-performing team environment. Setting clear expectations and celebrating incremental progress will motivate the team and drive consistent performance. You will foster team knowledge sharing and collective problem-solving, creating a collaborative environment where challenges are overcome together. Finally, you will play a role in screening and interviewing new team members alongside hiring managers, helping to build a world-class Customer Success team.
🎯 Requirements
- • Minimum of 5 years of experience in managing Google Ads search accounts for clients.
- • Strong understanding of the Digital Marketing landscape, including PPC and the broader Search ecosystem.
- • Proven experience in client-facing customer services roles, with demonstrated ability to manage stakeholders up to C-level.
- • Excellent analytical skills, with proficiency in data visualization tools such as Looker, Tableau, or similar.
- • A deeply ingrained customer-centric approach focused on delivering tangible value.
- • Hands-on leadership experience, demonstrating the ability to guide and develop a team.
🏖️ Benefits
- • Trust-Based Vacation: Take as much time off as you need, when you need it.
- • Remote-First Culture: Flexibility to work from anywhere, with support for your home office setup.
- • Career Growth: Access to bespoke training and career development through 'Sherpa Plans'.
- • Comprehensive Health & Wellness: Private Medical Insurance, Employee Assistance Program with 24/7 counselling, and access to 'HeadSpace'.
- • Generous Family Leave: Up to 6 months fully paid maternity leave and 2 months paid paternity leave.
Skills & Technologies
Senior
Remote
About Adthena Limited
Adthena is a leading global intelligence platform that helps businesses understand and navigate the competitive digital advertising landscape. Leveraging advanced AI and machine learning, Adthena provides actionable insights into market trends, competitor strategies, and audience behavior. Their platform offers comprehensive market intelligence, including search, display, and social advertising data, enabling clients to optimize their advertising spend, identify new opportunities, and gain a significant competitive advantage. Adthena serves a wide range of industries, empowering brands, agencies, and publishers to make data-driven decisions and achieve superior campaign performance in the complex digital ecosystem.
