Customer Success Manager

Overview

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 attention measurement and activation in advertising. Since 2020, we’ve become the trusted media quality measurement partner for 40% of Fortune 50 brands, relying on our AU metric to plan campaigns and drive business outcomes. Adweek has called Adelaide’s AU “the attention economy’s most widely recognized metric,” and AdExchanger named it “Best measurement/Analytics Capability.” The business has grown rapidly, with a 35% three-year CAGR, from a 9-person startup in 2019 to a team of more than 75. We launched the AU ecosystem and broadened our programmatic footprint with custom bidding in Google DV360 and pre-bid targeting in The Trade Desk, expanding our partner roster to over 125 platforms and publishers. We work with leading brands and publishers and are remotely friendly with offices in NYC and London. We are backed by investors including Human Ventures, Aperiam Ventures, WGI, and Irwin Gotlieb.

Position overview

This position reports to the Customer Success Team Lead. It is responsible for managing and nurturing relationships with key clients, ensuring support before, during, and after campaigns, and driving the adoption of Adelaide’s AU metric across brands, agencies, and partners in media planning and buying.

You will join a dynamic, client-focused team delivering value and insights through Adelaide’s measurement solutions. Responsibilities include fostering strong client relationships, leveraging data insights to optimize campaigns, and expanding Adelaide’s footprint. Day-to-day activities range from collaborating with Sales and Analytics teams to delivering reports and ensuring seamless campaign execution. This role requires 4+ years of experience in digital media, adtech, or advertising. This is a fully remote position available to candidates located in the UK, with opportunities to connect with colleagues at our London WeWork.

Responsibilities

• Manage and nurture relationships with agency clients, providing ongoing support, strategic insights, and regular in-person facetime
• Articulate Adelaide’s value proposition and recommend optimizations based on data-driven insights
• Drive adoption of Adelaide’s AU metric across brands, agencies, and media partners
• Collaborate with Sales to strengthen client relationships and expand the portfolio
• Partner with Analytics to deliver impactful reports, including custom analyses aligned with client objectives
• Act as the central point of contact across partner touchpoints, ensuring a seamless and consistent experience
• Coordinate with Technical Account Management to ensure seamless campaign setup
• Support AdOps to facilitate smooth implementation and execution of campaigns

What you’ll bring

• 3–6 years in media or adtech
• Strong written and verbal communication skills
• Proficiency in Google Workspace and Microsoft Office
• A commercial mindset with a proven ability to retain and grow client relationships
• Experience with verification/viewability partners, ad-serving platforms (CM360, Innovid, Extreme Reach, etc.), SSPs (Pubmatic, Index Exchange, Magnite, etc.), and DSPs (DV360, The Trade Desk)
• Excellent organizational skills and attention to detail in a fast-paced environment
• Innovative mindset with a willingness to propose and implement process improvements

What will set you apart

• Fluency in French
• Experience in a Media Agency
• Comfortable working with ambiguity
• Familiarity with programmatic landscape (PMPs, Prebid, DSPs, SSPs, Exchanges)
• Examples of automation with AI

Compensation and benefits

Compensation includes base salary and performance-based variable incentives (~20% of total OTE). Base Range: £52,000 – £65,000 OTE Range: £62,000 – £78,000 Final compensation will be calibrated based on experience and level of the role.

Benefits

• Health & Wellness: Private medical insurance, paid time off, parental leave, self-directed wellness stipend, festive break, volunteer time off
• Financial: Competitive salary, quarterly bonus, stock options, group pension plan
• Workplace: Remote-first environment, London office, access to available WeWork spaces

EEO

Adelaide is proud to be an Equal Opportunity Employer, fostering a diverse, equitable, and inclusive workplace. 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 includes actively cultivating a workplace that values different perspectives and experiences.

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