Client Success Manager

About the position

The Client Success Manager (CSM) plays a pivotal role in leading and empowering a high-performing team of Client Success Representatives (CSRs), ensuring they deliver exceptional service to AdCellerant’s partners. As the team leader, you’ll drive strategic alignment across departments, foster a culture of accountability and collaboration, and serve as a senior escalation point for complex partner issues. In this role, you’ll be both a coach and a strategist—helping your team grow professionally while continuously improving how we serve our partners. You’ll collaborate closely with Sales, Operations, and Product teams to ensure that our partners not only meet but exceed their campaign goals and expectations.

Responsibilities

• Manage, mentor, and support a team of Client Success Representatives
• Set team goals, monitor performance, and provide ongoing feedback and coaching
• Foster a collaborative, growth-oriented team culture
• Serve as the senior point of contact for high-priority campaign escalations
• Oversee root cause analysis and guide cross-functional resolution strategies
• Ensure timely and effective communication with internal and external stakeholders
• Partner with Sales and Operations leadership to streamline communication and improve workflow efficiencies
• Identify process gaps or opportunities to scale our client success model
• Own KPIs related to client satisfaction, retention, and campaign performance
• Act as a senior digital advertising advisor for top-tier partners
• Champion the voice of the customer internally to influence product, support, and service enhancements
• Stay up to date on digital advertising trends, tools, and technologies
• Train and empower the team to act as digital product experts for our partners

Requirements

• 4+ years in client success, account management, or digital advertising, with at least 1-2 years in a leadership or mentorship role
• Deep understanding of digital advertising products and platforms (Programmatic, Search, Social, Native, etc.)
• Proven success managing and developing high-performing teams
• Strong strategic thinking, communication, and problem-solving skills
• Ability to lead through change, resolve conflict, and drive cross-functional collaboration
• Experience using CRM, task management, and digital ad platforms (HubSpot, Salesforce, Asana, Google Ads, Meta, DSPs, etc.)

Benefits

• Paid vacation, holidays, and sick days
• Health/dental/vision benefits
• 401k retirement plan and company match contribution
• Generous paid parental leave
• Wellness Program
• Work from home flexibility
• Denver, CO headquarters available for hybrid work with in office perks