Agency Customer Success Manager

Agency Customer Success Manager

New York, New York, United States

Are you passionate about being at the forefront of the ever-evolving digital advertising industry? Do you thrive on proactively enabling agency partners, driving adoption, and helping agencies deliver measurable results for their clients?

As an Agency Customer Success Manager at Smartly, you will own and grow a portfolio of enterprise agency partners from day one. You'll act as a trusted advisor, proactively guiding agencies on strategy, product adoption, and best practices across social and programmatic advertising. This role offers a front-row seat to the fast-paced online marketing ecosystem, with the opportunity to build long-term partnerships, influence product direction, and drive meaningful growth for both Smartly and our agency partners.

What You'll Do...

• Act as the primary point of contact for agency partners, delivering an exceptional, value-driven customer experience and fostering long-term, collaborative relationships
• Take a proactive approach to agency success by identifying growth opportunities, anticipating challenges, and driving ongoing engagement and retention
• Serve as a subject matter expert in the Smartly platform, social advertising, and programmatic fundamentals, providing consultative guidance, best practices, and strategic recommendations
• Partner closely with Agency Sales to develop and execute comprehensive agency development and enablement strategies that drive awareness, adoption, and expansion
• Collaborate cross-functionally with Onboarding, Technical Solutions, Product, Engineering, and Marketing to align resources and execution in support of agency growth initiatives
• Work hand-in-hand with Onboarding teams to design and deliver scalable training programs that enable agency teams to effectively use and adopt the Smartly platform
• Build and deliver agency enablement programs, workshops, and educational resources tailored to different agency maturity levels
• Develop and maintain strong relationships with key industry partners, including Meta, TikTok, Snap, Pinterest, Google, and other ecosystem partners
• Act as the voice of the agency, gathering feedback and insights to help inform Smartly's product roadmap and go-to-market strategy
• Contribute to building a world-class Agency Customer Success organization by developing playbooks, sharing best practices, and continuously improving internal processes

We're Looking For Someone Who...

• Has 4+ years of experience in Customer Success, Account Management, or a similar customer-facing role, ideally within ad tech, martech, or digital advertising
• Brings strong knowledge of social advertising platforms (Meta, TikTok, Pinterest, Snapchat, etc.), with programmatic advertising knowledge as a strong plus
• Is highly empathetic, proactive, and customer-obsessed, with a genuine desire to help agency partners succeed
• Has a results-driven mindset with a bias for action, ownership, and cross-functional collaboration
• Can clearly explain complex concepts and translate data into actionable insights for agency stakeholders
• Thrives in fast-paced, ambiguous environments and brings a self-driven, entrepreneurial spirit
• Has excellent written and verbal communication skills and is comfortable presenting to senior stakeholders
• Is willing and able to travel for meetings, conferences, and industry events when needed
• Has the legal right to work in the United States

What We Offer You...

• Five weeks paid time off (PTO), 11 company paid holidays, unlimited sick days
• Generous healthcare packages & mental health benefits
• 401K plus matching & equity grants for all new Smartlies
• Wellness benefit & learning reimbursement opportunities
• Volunteer time off days & company donation matching opportunities
• And so much more

About Smartly

Smartly 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.