Customer Success Manager

TL;DR 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 one of the fastest-growing areas of advertising: attention measurement and activation. Since 2020, we've become the trusted media quality measurement partner for 40% of Fortune 50 brands who rely on our award-winning AU metric to plan smarter campaigns, invest in high-quality inventory, and dive stronger business outcomes. Adweek has called Adelaide's AU "the attention economy's most widely recognized metric," and AdExchanger named it "Best measurement/Analytics Capability." Our business continues to scale rapidly, outperforming the industry with a 35% three-year CAGR. What began as a 9-person startup in 2019 is now a team of more than 75. The past year brought meaningful expansion. We launched the AU ecosystem, giving brands, media agencies, and publishers a unified way to leverage and transact on AU. We broadened our programmatic footprint with custom bidding in GoogleDV360 and pre-bid targeting in The Trade Desk, and grew our partner roster to over 125 platforms and publishers. Leading brands like Dell, Diageo, an Jaguar Land Rover—along with premium publishers such as Hearst, Spotify, and The New York Times—continue to demonstrate AU's value across the media lifecycle. Adelaide is backed by prominent investors such as Human Ventures (Joe Marchese), Aperiam Ventures (Joe Zawadzki & Eric Franchi), WGI (Jonah Goodhart), and Irwin Gotlieb. We have a NYC office and a London WeWork, but operates as a remote-friendly company with flexible work options. How we work We're a team of action-oriented doers—management rolls up their sleeves and contributes every day. Our culture is rooted in curiosity and rigor: opinions are held lightly, debated openly, and strengthened through testing. Everyone is encouraged to play a role in shaping planning and strategy. We're built on belonging and growth—94% of employees report a strong sense of belonging, and 81% say they’re happy at work. 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. In this role, you will be joining a dynamic and client-focused team dedicated to delivering value and insights through Adelaide's measurement solutions. You’ll be responsible for fostering strong client relationships and leveraging data insights to optimize campaigns and expand Adelaide's footprint. Day-to-day activities range from collaborating with Sales and Analytics teams to delivering impactful reports and ensuring seamless campaign execution. We’re seeking a candidate with 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. Compensation This role includes a competitive compensation package with a base salary and performance-based variable incentives that make up approximately 20% of total On-Target Earnings (OTE). Base Range: £52,000 – £65,000 OTE Range: £62,000 – £78,000 Final compensation will be calibrated based on experience and the level at which the candidate is hired. What you'll learn An important part of our culture is continuous learning and the open sharing of ideas. We offer: Access to a broad network of investors and advisors who can help you and your team succeedMentorship from executives with decades of experience in adtech and mediaRegular internal knowledge-sharing sessionsAn education budget to support ongoing professional growth and development In this role you'll learn: Gain a deep understanding of attention metrics and media quality measurementDevelop expertise in articulating Adelaide's value proposition to clientsEnhance collaboration skills by working cross-functionally with Sales, Analytics, and Technical Account Management teamsMaster data visualization and storytelling techniques to provide actionable insightsNavigate and contribute to a fast-paced, innovative start-up environment Core responsibilities Manage and nurture relationships with agency clients, providing ongoing support, strategic insights and regular in person facetimeArticulate Adelaide’s value proposition and recommend optimizations based on data-driven insightsDrive adoption of Adelaide's AU metric across brands, agencies, and media partnersCollaborate closely with Sales to strengthen client relationships and expand the portfolioPartner with the Analytics team to deliver impactful reports, including custom analyses aligned with client objectivesAct as the central point of contact across all partner touchpoints, ensuring a seamless and consistent experience for clients throughout their engagement with AdelaideCoordinate with the Technical Account Management team to ensure seamless campaign setupSupport AdOps to facilitate smooth implementation and execution of campaigns What you'll bring 3-6 years in media or adtechStrong written and verbal communication skillsProficiency in Google Workspace and Microsoft OfficeA commercial mindset and proven track record of retaining and growing client relationshipsExperience working with verification / viewability partners, ad-serving platforms (CM360, Innovid, Extreme Reach, etc.), SSPs (Pubmatic, Index Exchange, Magnite etc.) and  DSPs (DV360, TTD, etc.)Excellent organizational skills and attention to detail, with the ability to manage multiple tasks efficiently in a fast-paced environmentAn innovative mindset, always looking for new ideas to improve processes and ways of working, not afraid to propose and implement changes What will set you apart Fluency in the French languageExperience working within a Media AgencyComfortable working with ambiguity comfortable within the Programmatic Landscape (PMPs, Prebid Segments, DSPs, SSPs, Exchanges etc.)Examples of automation with AI Benefits Health & Wellness Private medical insurancePaid time offParental leaveEmployee development & wellness stipend Festive breakVolunteer time off Financial & Compensation Competitive salaryPerformance-based quarterly bonusStock optionsGroup pension plan Workplace & Equipment Remote-first environmentLondon officeAccess to available WeWork spaces Locations: Remote (London)