Customer Success Manager

Fast-growing measurement company looking for a Customer Success Manager to oversee client relationships, ensuring a seamless experience and a strong partnership. Who we are Adelaide is the leader in one of the fastest-growing areas of advertising: attention measurement and activation. Since 2020, we’ve become the trusted media quality measurement partner for 40% of Fortune 50 brands who rely on our award-winning AU metric to plan smarter campaigns, invest in high-quality inventory, and drive stronger business outcomes. Adweek has called Adelaide’s AU “the attention economy’s most widely recognized metric,” and AdExchanger named it “Best Measurement/Analytics Capability.” Our business continues to scale rapidly, outperforming the industry with a 35% three-year CAGR. What began as a 9-person startup in 2019 is now a team of more than 75. The past year brought meaningful expansion. We launched the AU ecosystem, giving brands, media agencies, and publishers a unified way to leverage and transact on AU. We broadened our programmatic footprint with custom bidding in Google DV360 and pre-bid targeting in The Trade Desk, and grew our partner roster to over 125 platforms and publishers. Leading brands like Dell, Diageo, and Jaguar Land Rover—along with premium publishers such as Hearst, Spotify, and The New York Times—continue to demonstrate AU’s value across the media lifecycle. Adelaide is backed by prominent investors such as Human Ventures (Joe Marchese), Aperiam Ventures (Joe Zawadzki & Eric Franchi), WGI (Jonah Goodhart), and Irwin Gotlieb. We have a NYC office and a London WeWork, but operate as a remote-friendly company with flexible work options. How we work We’re a team of action-oriented doers—management rolls up their sleeves and contributes every day. Our culture is rooted in curiosity and rigor: opinions are held lightly, debated openly, and strengthened through testing. Everyone is encouraged to play a role in shaping planning and strategy. We’re built on belonging and growth—94% of employees report a strong sense of belonging, and 87% say they’re happy at work. 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 dataDrive 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 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 Medical, dental, and vision insurance Paid time off Parental leave Wellness & Personal Development Stipend Holiday break Volunteer time off Stock options 401k Retirement Plan Workplace & Equipment 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. #J-18808-Ljbffr Adelaide Metrics