Senior Customer Success Manager

Job description

Adora is building the next generation of AI-native marketing tools to help brands connect with customers in more intelligent, efficient, and effective ways. Backed by top-tier investors, we're at a pivotal moment of growth — and we're looking for a Senior Customer Success Manager who can own client relationships and help shape what great customer success looks like at a company moving this quickly. **Role Overview** We're looking for a relationship manager with solid experience in enterprise accounts and the confidence to lead meaningful conversations with VP and CMO-level stakeholders. You'll manage a portfolio of clients, become a deep expert on the Adora platform, and serve as their trusted advisor — guiding them on how to leverage our technology to drive real marketing performance and business outcomes. We are a startup. Some weeks you'll be leading a strategic business review with a senior marketing executive. Other weeks you'll be pulling reports, digging into performance data, and solving problems hands-on. If you're someone who rolls up their sleeves as naturally as you command a boardroom, this role is for you. ### What You'll Own: - Become a deep expert on the Adora platform and guide clients on how to leverage it effectively to improve marketing performance and business outcomes - Manage a portfolio of enterprise accounts as the primary relationship owner and trusted advisorLead executive business reviews and strategic planning sessions with VP and CMO-level stakeholders - Assist with renewals and account expansion — building growth through relationship and value, not hand-offs to sales - Monitor account health and proactively get ahead of risk before it becomes a problem - Get into the data when needed — pull and interpret performance reports, diagnose issues, and tell a clear story back to clients - Work cross-functionally with product and internal teams to advocate for client needs - Help build the playbooks, processes, and documentation that make the CS team more effective over time ### Who You Are: - **You've owned large enterprise relationships**. You have 8+ years of experience in customer success or account management, with a track record of owning senior client relationships at scale. You've run executive-level meetings, navigated complex organizations, and been involved with retention and growth. You're the person clients trust — not because you're responsive, but because you're strategic. - **You know the paid advertising world.** You don't need to have spent years hands-on-keyboard in Meta or Google, but you understand how paid media works. You know the metrics, the levers, and how campaign performance connects to business outcomes. You're comfortable reading a performance report, asking the right questions, and translating results into a conversation a CMO cares about. And you're willing to dig in yourself when needed. - **You're curious — especially about technology and AI.** You don't wait for someone to tell you what tools to use or how to work smarter. You've been exploring AI tools on your own, building instincts, and finding ways to apply them — in your work and your life. You're not necessarily an expert, but you're clearly further along than most. More broadly, you have a pattern of finding better ways to do things rather than defaulting to what's always worked. - **You're ready to operate without a big support structure.** You've probably come from a larger company where you had SDRs, analysts, and specialists around you. That won't be the case here. You're comfortable being the senior person who also runs the dirty reports — and you don't think of that as beneath you. You want to be somewhere you can actually shape things. ### Nice to Haves: - Experience in agency, AdTech, or martech environments - Prior startup or high-growth company experience (Series A–C) - Hands-on experience with Meta, Google, or other paid media platforms - Familiarity with AI tools and how they're being applied in marketing ### What We Offer: - Competitive salary, equity, and benefits package - A collaborative, high-performance team in a high-growth startup - Opportunities for professional growth as the company scales - The chance to work at the forefront of AI-native marketing — and help define what that looks like for our clients