Assistant Manager - Customer Success

Roar Global is a leading platform-specific digital marketing solutions provider that operates across media sales, content production, team augmentation, and digital consultancy. We empower brands to unlock their growth potential on digital platforms.

Through our brands, Roar AdX and 3P Media, we help businesses buy ads on platforms better. We represent global platforms such as Meta, LinkedIn, and Google in emerging markets, providing strategic consultation and support to 5,000+ clients.

Roar Media specialises in creating platform-specific digital content tailored to the distinct formats and winning formulas of each platform. With over a decade of experience, we have worked with 300+ global clients. Roar Apex connects businesses with top-vetted remote marketing and tech talent in Asia.

Our most recent acquisition, Creator Flow is Australia's Largest UGC Marketplace, which connects brands and businesses with top UGC creators.

We have offices in Sri Lanka, Bangladesh, Laos, Brunei, and Singapore, and are proud to be ranked as one of 50 Best Workplaces™ as well as one of 15 Best Workplaces™ for Millennials in Sri Lanka by Great Place to Work®.

About the Role

As a key player in the APAC region, Roar AdX empowers businesses to maximize platform media investments on global giants like Meta and LinkedIn. Supporting over 1,000+ brands, we deliver optimized Meta campaigns through localized solutions, multilingual training, and superior customer support.

We’re looking for someone for the role of Assistant Manager - Customer Success. The ideal candidate must be responsible for managing the growth of customers by providing media buying-related expertise, attending to incoming support requests and working with the team to provide proactive support for selected customers.

The Assistant Manager - Customer Success will also work closely with cross-functional teams, sales teams, regional teams and central marketing teams to ensure that all customer success and support initiatives are aligned with the company's mission and objectives. If you think you fit the bill, we've got the space. Please feel free to reach out to us now.

Responsibilities 

• Provide rapid, high-quality resolution to client issues, ensuring quick turnaround times
• Offer expert advice on paid Meta media buying strategies to achieve optimal campaign outcomes
• Deliver relevant materials (e.g., latest updates, reports, insights, Share of Voice) to Key Account Managers to enhance platform presence
• Uphold exceptional standards of service to ensure clients receive unparalleled support and solutions
• Work closely with cross-functional, sales, regional, and central marketing teams to align customer success initiatives with business objectives
• Foster proactive engagement with selected customers to anticipate needs and drive satisfaction

Requirements

• Strong knowledge of digital advertising platforms, especially Meta (Facebook Ads, Instagram Ads, etc.)
• Proven experience in customer support, account management, advertising agency or a similar customer-facing role
• Excellent communication and interpersonal skills, with the ability to build and maintain client relationships
• Problem-solving skills and the ability to handle client escalations with professionalism and empathy
• Ability to multitask and manage multiple client accounts simultaneously
• Self-motivated, proactive, and able to work effectively in a fast-paced environment
• Possessing the Meta Blueprint Certifications will be an added advantage
  

Perks

• A spacious office in the heart of Colombo, with an endless supply of tea, coffee, nescafe and snacks
• An open-minded team that hail from different backgrounds (we don't discriminate on the grounds of ethnicity, religion, gender or sexuality - all are welcome!)
• Complimentary lunch on all working days
• Monthly team activities, team trips, and yearly outbound training trips
• The opportunity to travel across Sri Lanka and meet interesting people from around the world
• An attractive remuneration package