Agency Customer Success Manager

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.

Responsibilities

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

Requirements

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

Nice to have

Programmatic advertising knowledge; Experience ideally within ad tech, martech, or digital advertising

Benefits

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; Annual performance bonus; Stock options; Medical/dental/vision insurances; Retirement savings benefits; Parental leave; Life insurance; Disability benefits