Customer Success Lead

Role Overview

The Customer Success Lead will build up the customer function to help multi-location brands succeed with AdPlenty. The role involves turning signed agreements into successful implementations, active customers, and lasting commercial relationships.

What You Will Do

The Customer Success Lead will establish a consistent approach to customer success across AdPlenty, translate customer goals into practical success plans, drive adoption, identify risks, and lead renewal and expansion conversations.

Why It Might Be a Fit

The ideal candidate has experience in a smaller SaaS, MarTech, or technology-enabled services business, where they helped build or significantly improve a customer success function.

Requirements

• Experience in a smaller SaaS, MarTech, or technology-enabled services business
• Customer ownership: Managing onboarding, adoption, retention, and account growth
• Complex implementation: Coordinating customers, agencies, and technical colleagues through projects with multiple dependencies
• Digital marketing: A practical understanding of paid Meta and Google campaigns, organic social, conversion tracking, reporting, and lead generation
• Technical troubleshooting: Understanding account permissions, Meta Business Manager, pixels, GA4/GTM, and data integrations
• Team leadership: Setting priorities, coaching colleagues, and maintaining accountability in a small team
• Process building: Creating workflows that people actually use, supported by CRM, support tools, and useful documentation