Overview

Customer Success Manager (Paid Search/SEM) at Adthena. Join to apply for the Customer Success Manager (Paid Search/SEM) role at Adthena.

About Adthena

Adthena is an award-winning search intelligence platform powered by patented AI technology and a team of dedicated experts. We help brands, marketers, and agencies dominate their competitive landscapes with unparalleled insights into the paid search market. Our Whole Market View, Smart Monitor, and Local View solutions give clients the clarity to optimize spend, increase ROI, and stay ahead of the competition. Trusted by global brands like Citibank, L’Oréal, and Volvo, and backed by Updata Partners, we’ve been redefining search intelligence since 2012.

In 2024, Adthena earned major awards in the search industry. Highlights include Best AI Search Software Solution at the Global Search Awards, Best Use of AI for Data at the US Search Awards, and Best PPC Management Software Suite at the UK Search Awards.

Why Join Us?

We offer the stability of a well-established company combined with the energy, impact, and growth of a scaling tech organisation. Athene is your answer if you\'ve been hesitant about joining a typical tech company due to chaos, fragility, or volatility.

• We\'re beyond early stage chaos, offering stability.
• We\'re smaller than large-scale enterprises, offering more autonomy, less red tape, and accelerated growth.

What we offer

• Strong Culture: Our quarterly surveys show a 93% average approval rating for company culture, with an overall eNPS of 27.
• Award-Winning Product: US 2023 Search Awards for "Best Search Tool."
• Trust-Based Vacation: Take as much time off as you need, when you need it.
• Remote-First: 52% of Adthenians work fully remote, with others choosing Hybrid Work at our 3 Geohubs (London, Austin, Sydney).
• Flexible Work: Work how and where you do your best, with full autonomy over your day.
• Career Growth: Bespoke training and career development via "Sherpa plans" to guide your growth.
• Private Medical Insurance: Fully covered health care.
• Mental Health Support: Employee Assistance Program offering 24/7 confidential counselling, with access to health resources such as HeadSpace.
• Family Care Package: Up to 6 months fully paid maternity leave, and 2 months paternity leave.
• Pension & 401(k): Competitive UK/US/AUS pension schemes, available from day one.
• Home Office Stipend: $200 for your ideal remote setup.
• Swag Welcome Gift: $70 credit to grab merch.
• Regular Socials: Summer & Christmas parties, offsites, monthly meet-ups.
• Volunteer Days: Paid volunteer time each quarter.

About the Role

Reporting to: Stephanie Richardson, Senior Manager of Customer Success

Location: London Office (Hybrid 1-2 days/week)

Interviews: 3 stages, totalling around 2-2.5 hours over 2 weeks.

Start Date: ASAP

More info: See FAQ below, our candidate hub, or reach out to recruitment@adthena.com

Team & Responsibilities

Adthena is a ‘Customer Value’ oriented business. The Customer team in London includes Account Management and Customer Success. You will work closely with Sales and Marketing to ensure client success.

What you’ll do at Adthena

Responsibilities

• In the first 30 days: Learn about the product, the business, the tools we use and the processes to set you up for success.
• After 60 days: Arrange calls and in-person meetings with key stakeholders on a pre-assigned client list; manage up to 30 clients depending on size.
• Drive engagement via monthly catch-ups and contribute to Quarterly Business Reviews.
• Co-own success plans with clients, guiding them through milestones and capturing outcomes.
• Act as a trusted advisor, delivering strategic insights and best practices as needed.
• Be the voice of the customer, providing internal feedback to product and management.
• After 90 days: Conduct Business Reviews with senior stakeholders with Account Manager; foster high client Health Score.
• After 12 months: Deliver exceptional client experience, aiming for 90%+ gross revenue retention.
• Identify upsell opportunities for Account Management.
• After 18 months: Build a proven track record as an Adthena CSM with possible progression paths.

Who we look for

Research shows men apply if they meet ~60% of the criteria; women and underrepresented groups apply if they meet all requirements. If you have the skills but don\'t meet every requirement, reach out – we\'d love to explore how you could be a great fit!

Required Experience

• Minimum of 2+ years of experience managing Google Ads/search accounts for clients
• Understanding of the Digital Marketing landscape, PPC, including the Search ecosystem
• Experience in client-facing roles with strong stakeholder skills up to C-level
• Strong analytical skills (Looker, Tableau or similar data visualization tools)
• Customer-centric approach focused on delivering value

Desired Experience

• SaaS, AdTech/MarTech or Media Agency background

Our Core Values

All Adthenians are expected to align closely with our Core Values.

Core Values

• Get Shit Done: Action-oriented and ownership mindset.
• Freedom with Responsibility: Take charge of results and growth.
• Deliver Remarkable Quality: Strive to exceed expectations.
• Smart & Always Improving: Commit to ongoing learning and improvement.

Meet your teammates

You’ll work closely with:

Director, Customer Success - EMEA

Senior Manager, Customer Success - EMEA

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Advertising and Marketing

Industries

• Advertising Services
• Software Development
• Marketing Services

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