Are you a Customer Success Manager passionate about being at the forefront of the ever-evolving social advertising industry? Do you take pride in driving retention and growth among valued customers by understanding their business needs and helping them succeed? We’re looking for a motivated Customer Success Manager to join us, as part of our growing Customer Success team, in our mission to help advertisers unlock greater performance and creativity in social advertising by combining ad buying and creative automation. In this role, you will manage a large book of business, train customers and drive feature adoption and outcomes leading to renewals, account expansion, and customer satisfaction across your portfolio. As a Customer Success Manager at Smartly, you will... - Build and foster strong relationships with a large book of customers. Act as the main point of contact for training and product support, delivering an exceptional customer experience - Become a specialist in the Smartly platform and digital advertising in general so as to be able to continuously solve problems for customers and improve feature adoption - Be hungry to meet targets and drive growth in your book of business, and maximize customer renewals and feature adoption. - Collaborate effectively across functions including Sales, Marketing, Technical Solutions, Services, Product and Engineering - Help Smartly build a world-class Customer Success organization; contribute to helping your team members grow, optimize existing processes within the company and actively enhance all customer success initiatives We are looking for you, if you... - Possess 4+ years of relevant experience in a customer success or similar customer-facing function - Be capable of learning new tools and processes quickly - Have advanced knowledge of paid social advertising (Facebook, Tiktok Pinterest, Snapchat etc) - Are a proactive problem-solver with a positive attitude and a strong desire to help our customers reach their goals - Have a results-driven mentality and be capable of meeting commercial targets and weekly productivity goals - Are able to explain complex concepts clearly and translate data into insights - Are confident, with strong spoken and written communication skills - Are self-driven with exceptional organizational skills #LI-CD1 #LI-HYBRID About SmartlySmartly is the AI-powered advertising technology company transforming ad experiences for brands and their consumers. Our comprehensive advertising platform seamlessly integrates the capabilities of media, creative, and intelligence to power more than 800 billion impressions and generate more than 300 billion creatives annually, delivering tangible business outcomes for brands and advertisers. Smartly is the only company in the industry recognized as a Leader in The Forrester Wave: Creative Advertising Technologies with PwC validating the results it delivers for brands. We manage creative and media for 700+ brands worldwide and $6B in ad spend across the largest media platforms, including Facebook, Google, Instagram, Pinterest, Snap, and TikTok. Our end-to-end technology, unmatched access to media platforms and exceptional customer service help Fortune 500 brands to reach and engage consumers and learn what performs best.Smartly is a multinational and diverse team of 750+ Smartlies from 60+ nationalities, working in 13 countries. Together, we want to create and maintain an inclusive environment where everyone feels respected and heard. Our Diversity, Equity & Inclusion approach is at the heart of it. Visit Smartly to learn more. The processing of your information is described in our Candidate Privacy Notice.

• Own primary pharma manufacturer client relationships, serving as the main point of contact for strategic alignment, communication, and long-term trust-building across all assigned programs • Lead escalation management by triaging, owning, and resolving client issues; engage Product, Engineering, or Operations as needed and participate directly on client calls rather than relaying status • Surface client needs to the Product Manager and attend client scoping sessions to ensure the prioritization process reflects client context; contribute to solution design in partnership with Product • Align with clients on scope, strategic priorities, and program performance; set and manage client expectations across all active programs to ensure consistent delivery against commitments • Lead and develop direct reports, including a Client Success Manager focused on account health and program monitoring and an Operations Manager focused on day-to-day program operations; team size scales with program volume • Collaborate closely with the Project Manager on delivery coordination and cost transparency; partner with Engineering, Pharmacy Dispensing Operations, Patient Experience, and Data teams to ensure seamless program execution

• Develop a comprehensive Customer Success strategy across high-touch and low-touch motions, aligned to customer segmentation, and differentiated paid vs. free offerings for both cloud and on-prem products • Leverage AI-driven insights, automation, and predictive analytics to enhance customer engagement, improve operational efficiency, and scale Customer Success motions across segments • Implement Customer Success best practices consistently across the organization and drive standardization through a unified CRM platform • Build, lead, and scale a high-performing, multi-geography Customer Success team across Europe • Serve as a key member of the global Customer Success leadership team, shaping the vision, strategy, and decision-making for the organization • Deliver strong renewal and expansion outcomes through proactive account management, risk mitigation, and escalation prevention • Engage effectively across customer organizations, from operational leaders to C-level stakeholders, based on business needs

• Manage the complete CRM accounts for our clients: create campaigns, automations & segmentations (main tool: Klaviyo) • Act as the interface between design, copy, strategy and clients — ensuring smooth execution • Take briefings, check deadlines & ensure fast information flow via Slack and Asana • Provide feedback on copy & designs — bring your own perspective • Hold regular client meetings, coordinate feedback and communicate results • 2–3 short check-ins per working day (mainly via Slack) so the team can respond quickly