Senior Customer Success Manager (LA)

Position Overview

This position reports to a 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 managing strategic accounts, fostering strong client relationships and leveraging data insights to optimize campaigns and expand Adelaide's footprint. You will act as a trusted advisor to high-value clients, helping them optimize their campaigns, expand their use of Adelaide’s products, and achieve measurable results.

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 5+ years of experience in digital media, adtech, or advertising.

While Adelaide is remote-friendly, we’re looking for someone who will be active and present in the Los Angeles market, owning and building Adelaide’s footprint on the West coast in partnership with the VP of Sales.

The Senior CSM will serve as a strategic member of our wider CS org, with opportunities to connect with colleagues at our New York on an as-needed basis.

What you'll learn

An important part of our culture is continuing education and the sharing of ideas. We offer:

• A large network of investors and advisors for you to a ccess that will help your team succeed
• Mentorship from executives with decades of experience in adtech and media
• Regular internal knowledge-sharing sessions
• Education budget to accelerate your team’s development

Specifically, in this role, you will:

• Gain a deep understanding of attention metrics and media quality measurement
• Develop expertise in articulating Adelaide's value proposition to clients, including CMOs, media directors, and agency leads.
• Build and nurture relationships with key clients, acting as a trusted advisor and primary point of contact.
• Enhance collaboration skills by working cross-functionally with Sales, Analytics, and Technical Account Management teams
• Master data visualization and storytelling techniques to provide actionable insights
• Navigate and contribute to a fast-paced, innovative start-up environment

Core Responsibilities

• Manage and nurture relationships with high-value, strategic clients, providing ongoing support and proactive strategic insights.
• Own client health metrics, proactively identifying risks and implementing retention strategies.
• Articulate Adelaide’s value proposition and recommend optimizations based on data-driven insights
• Contribute to the development of best practices for strategic account management, including playbooks, case studies and mentorship
• Stay current on industry trends and share insights with clients to position Adelaide as a thought leader in media quality and attention measurement.
• Drive adoption of Adelaide's AU metric across brands, agencies, and media partners
• Collaborate closely with Sales to strengthen client relationships and expand the portfolio
• Partner with the Analytics team to deliver impactful reports, including custom analyses aligned with client objectives
• Act as a product expert, guiding clients through Adelaide’s measurement data and insights.
• Serve as the primary advocate for strategic clients, ensuring their needs are communicated and prioritized internally.
• Lead strategic account planning, identifying growth opportunities and aligning Adelaide’s solutions to meet client business goals.
• Coordinate with the Technical Account Management team to ensure seamless campaign setup and execution

What you'll bring:

• Bachelor’s degree required
• 5+ years of ad tech / relevant industry experience
• Strong written and verbal communication skills
• Proficiency in Microsoft Excel, Powerpoint
• Experience working with verification / viewability partners, ad-serving platforms (CM360, Innovid, Extreme Reach, etc.) and DSPs (DV360, TTD, etc.)
• Proven record of managing strategic accounts, fostering client relationships and revenue growth
• Excellent organizational skills and attention to detail, with the ability to manage multiple tasks efficiently in a fast-paced environment
• A team-oriented approach with a growth mindset and enthusiasm for contributing in a fast-moving, high-impact environment

Benefits

Health & Wellness

• Medical, dental, a nd vision insurance
• Paid time off
• Parental leave
• Wellness & Development Stipend
• Holiday break
• Volunteer time off

Financial & Compensation

• Competitive salary
• Performance-based quarterly bonus
• Stock options
• 401k Retirement Plan

Workplace & Equipment

• Remote-first environment
• New York office
• Access to WeWork spaces available

Equal Employment Opportunity (EEO) Statement

Adelaide is proud to be an Equal Opportunity Employer, committed to fostering a diverse, equitable, and inclusive workplace where all employees can thrive. 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 employment extends beyond basic compliance to encompass the active cultivation of a workplace that values different perspectives, backgrounds, and experiences.