Customer Success Manager
ADHESEadhese builds smart adtech solutions for a cookieless future from its offices near Ghent (Belgium) and Wroclaw (Poland). The adhese platform enables media owners to monetize their media inventory and first-party data, and facilitates advertisers to reach their audiences efficiently in a simple way.
The company is growing steadily and is seeking to strengthen its international Commercial team with an experienced AdTech professional with strong customer relationship building skills.
Your Impact
As a Customer Success Manager, you own the relationship with our customers from the moment the contract is signed. Your primary mission is two-fold: to ensure a successful onboarding and to maximize long-term customer value, retention and growth.
Key Responsibilities
Strategic Partnership & Relationship Management: Act as the trusted advisor and primary point of contact for our customers, guiding them on the most efficient and strategic use of Adhese solutions to achieve their advertising objectives.
Onboarding & Business Alignment: Lead the functional setup during the onboarding phase, translating the customer's business structure and needs into the optimal Adhese configuration. Provide the functional blueprint for the technical implementation team.
Retention & Customer Health: Proactively monitor customer health across commercial and operational dimensions, owning renewal readiness for your portfolio. Coordinate mitigation plans to protect and grow the account and ensure timely contract renewals.
Commercial Growth: Systematically identify, qualify, and document opportunities for value expansion (Cross-/Upsell) through new modules, formats, or services. Collaborate closely with the Sales team to progress and ensure these opportunities translate into realized customer value.
Account Governance: Lead the account planning process for strategic accounts, maintaining a clear account plan and joint success plan to align customer objectives with Adhese capabilities and resources.
Internal Collaboration: Orchestrate internal stakeholders (Sales, Product, Support & Integration, Marketing) to ensure coherent execution of the account plan and provide vital customer/market feedback to the Product team.
What You Bring
Hard Skills
Deep AdTech & Programmatic Advertising Knowledge: You must be fluent in the ecosystem (SSP, DSP, Ad Servers), key metrics (CPM, CPC, VTR, etc.) and inventory management to speak the customer's language.
Project-based Approach: Proven ability to structure and monitor complex projects, managing expectations between internal and external teams.
Consultative Skills: Ability to analyse customer queries and translate them into concrete, effective software configuration solutions.
Soft Skills
Commercial Acumen: Proactive in identifying and presenting revenue-growth opportunities in a consultative manner.
Communicative & Empathetic: You can clearly explain complex matters and seamlessly switch between strategic and operational levels.
Problem-Solving & Creativity: A solution-oriented mindset, able to find creative setups for non-standard business cases.
Team Player: Excellent collaboration skills with diverse internal and external stakeholders.
What We Offer
Reporting: Report directly to the Chief Commercial Officer (CCO).
Impact on Practice: Take the opportunity to shape an international Customer Success practice based on industry best practices, influencing how we engage, retain and grow our customer base.
Collaboration: Work closely with internal and customer teams including Sales, Marketing, Product, Support & Integration and Operations.
Long-term engagement: Benefit from an open-ended assignment with a competitive day rate in line with your expertise level.
Ready to drive our Customer Success and be a Strategic Partner in the dynamic AdTech world?
Apply now!