StackAdapt is the leading technology company that empowers marketers to reach, engage, and convert audiences with precision. With 465 billion automated optimizations per second, the AI-powered StackAdapt Marketing Platform seamlessly connects brand and performance marketing to drive measurable results across the entire customer journey. The most forward-thinking marketers choose StackAdapt to orchestrate high-impact campaigns across programmatic advertising and marketing channels.
The Manager of Client Success will lead a team of Client Success Managers in providing industry-leading customer service and acting as trusted advisors to the clients that use our platform in a self-serve capacity. Your team will work with hundreds of clients through all aspects of the customer lifecycle, delivering high-impact consultation and support to help them achieve their business objectives, and grow their spend on the StackAdapt platform. Reporting to the Vice President of Client Services, you will drive efficiencies, improve business performance, foster long-lasting client relationships, design the next generation of service at StackAdapt.The ideal candidate for this role is highly data-driven, customer-focused, and passionate about driving great results for clients, efficiently.
They will create industry-leading support practices, drive revenue growth, and deliver world-class customer experiences at scale. Success in this role will require adaptability, creative problem-solving, and a growth mindset.StackAdapt is a remote first company, however for this position we are prioritizing candidates located in the Pacific or Mountain timezones within the Canada.
What you’ll be doing:
- Lead, develop, and inspire a global team of Client Success Managers to deliver exceptional service and achieve client retention and growth targets.
- Partner closely with Inside Sales to develop a world-class onboarding program.
- Act as a trusted advisor to clients, providing guidance and strategic advice to help them achieve their business objectives.
- Drive efficiencies through automation to enable excellent service at scale.
- Foster a culture of collaboration and knowledge-sharing among team members and cross-functional stakeholders.
- Track and analyze client success metrics and KPIs to measure the effectiveness of client success initiatives and identify areas for improvement.
- Be accountable for the customer support platform and ticketing systems, analyzing customer feedback to maintain high customer satisfaction scores.
- Serve as a client advocate within the company, championing their needs and priorities.
What you’ll bring to the table:
- Extensive media experience and programmatic knowledge.
- 3+ years of experience managing a client-facing team and growing revenue.
- Demonstrated success in leading high-performing client-facing teams, including direct people leadership and cross-functional collaboration.
- Willingness to lead from the front, with a proven ability to inspire and energize teams.
- Passion for mentorship, team development, and creating a culture of excellence.
- Established track record of overcoming challenges, driving solutions, and making data-driven decisions.
- The ability to simplify and communicate technical concepts and platform-based knowledge.
- Strong interpersonal, verbal and written communication skills.
- Proven ability to lead strategic planning, cross-team initiatives, and operational improvements.
StackAdapter's Enjoy
- RRSP matching
- 3 weeks vacation + 3 personal care days + 1 Culture & Belief day + birthdays off
- Access to a comprehensive mental health care platform
- Full benefits from day one of employment
- Work-from-home reimbursements
- Optional global WeWork membership for those who want a change from their home office
- Robust training and onboarding program
- Coverage and support of personal development initiatives (conferences, courses, etc)
- Access to StackAdapt programmatic courses and certifications to support continuous learning
- An awesome parental leave policy
- A friendly, welcoming, and supportive culture
- Our social and team events!
StackAdapt is a diverse and inclusive team of collaborative, hardworking individuals trying to make a dent in the universe. No matter who you are, where you are from, who you love, follow in faith, disability (or superpower) status, ethnicity, or the gender you identify with (if you’re comfortable, let us know your pronouns), you are welcome at StackAdapt. If you have any requests or requirements to support you throughout any part of the interview process, please let our Talent team know.
About StackAdapt
We've been recognized for our diverse and supportive workplace, high performing campaigns, award-winning customer service, and innovation. We've been awarded:Ad Age Best Places to Work 2024G2 Top Software and Top Marketing and Advertising Product for 2024Campaign’s Best Places to Work 2023 for the UK2024 Best Workplaces for Women and in Canada by Great Place to Work®#1 DSP on G2 and leader in a number of categories including Cross-Channel Advertising#LI-RemoteApply for this job
