Customer Success Lead

Join us in shaping the future of paid search intelligence.

Adthena is an award-winning search intelligence platform powered by patented AI technology and a team of dedicated experts. We help brands, marketers, and agencies dominate their competitive landscapes with unparalleled insights into the paid search market. Our Whole Market View, Smart Monitor, and Local View solutions give clients the clarity to optimize spend, increase ROI, and stay ahead of the competition.

Trusted by global brands like Citibank, L’Oréal, and Volvo, and backed by Updata Partners, we’ve been redefining search intelligence since 2012.

In 2025, Adthena continued its winning streak, earning 8 major search industry awards. Highlights include Best AI Search Software Solution at the US Search Awards, Best Search Software Tool at the European Search Awards, and Best Software Innovation at the Global Search Awards.

Ready to make an impact in an industry-leading company? Let’s do it together.

We offer the best of both worlds: the maturity and stability of a well-established company combined with the energy, agility, and impact of a scaling tech organisation. If you’ve been hesitant about joining a typical tech company due to concerns about chaos, fragility, or volatility, Adthena is your answer.

• We’re beyond early-stage chaos, offering stability.

• We’re smaller than large-scale enterprises, offering more autonomy, less red tape, and accelerated growth.

Here’s what we offer:

• Strong Culture: Our quarterly surveys show a 93% average approval rating for company culture, with an overall eNPS of 27.

• Award-Winning Product: US 2023 Search Awards for "Best Search Tool."

• Trust-Based Vacation: Take as much time off as you need, when you need it.

• Remote-First: 52% of Adthenians work fully remote, with others choosing Hybrid Work at our 3 Geohubs (London, Austin, Sydney).

• Flexible Work: Work how and where you do your best, with full autonomy over your day.

• Career Growth: Bespoke training and career development via "Sherpa Plans” to guide your growth.

• Private Medical Insurance: Fully covered health care.

• Mental Health Support: Employee Assistance Program offering 24/7 confidential counselling, with access to ‘healthier living’ services such as ‘HeadSpace’.

• Family Care Package: Up to 6 months fully paid maternity leave, and 2 months of paternity leave.

• Pension & 401(k): Competitive UK/US/AUS pension schemes, available from day one.

• Home Office Stipend: $200 for your ideal remote setup.

• Swag Welcome Gift: $70 credit to grab some merch.

• Birthday Day Off: Celebrate your special day.

• Regular Socials: Summer & Christmas parties, annual and quarterly offsites, monthly meet-ups. See here for more info.

• Volunteer Days: Make a difference with paid volunteer time each quarter. See here for more info.

Reporting to: Josh Baines, Director of Customer Success

Location: Austin, TX (Hybrid) OR US Remote (CT or ET)

Interviews: 3 stages

Start Date: As soon as you can start

More info: See FAQ below, our candidate hub, or reach out to [email protected]

About your Team

Adthena is a ‘Customer Value’ oriented business. As such, the Customer team is critical to our success. In our Austin office, this team consists of Account Management and Customer Success roles - both of which are critical to the success of our clients.

We work closely together to leverage each other's skills and abilities, ensuring that our clients are successfully achieving their goals. We work as a close-knit, highly functional team and contribute to the wider business by working closely with Sales and Marketing to encourage business alignment.

What you’ll do at Adthena

​​As a Customer Success Team Lead, you’re a senior IC and early people leader. You lead by example in client delivery and act as the performance multiplier for a small group of CSMs. You support onboarding, coach team capability, and contribute to process and playbook evolution.

Your goal is to deliver excellence for your accounts, while also ensuring your team does the same — through structure, support, and shared learning.

Responsibilities

• Implement best practice Customer Management across large Enterprise accounts, resulting in 90%+ gross retention

• Deliver renewal and upsell plans for key clients across multiple regions

• Facilitate QBRs, workshops, and exec engagement sessions

• Manage cross-functional input across BI, Support, and Product

• Maintain high standards in forecasting, CRM hygiene, and client health tracking

• Directly manage 1–3 CS Managers

• Lead feedback sessions and call reviews to improve communication and storytelling

• Support onboarding and ramp for new team members

• Provide input on performance check-ins and progression planning

• Reinforce usage of customer management tools, renewal templates, and risk frameworks

• Monitor process adoption and flag gaps to leadership

• Identify areas for playbook improvement based on team feedback

• Lead retrospectives and contribute to quarterly planning inputs

• Bring client feedback and risks into GTM planning and campaign reviews

• Partner with AEs and AMs on strategic expansion plays

• Liaise with Product on roadmap gaps, patterns, or beta usage

• Recognise great work publicly and give developmental feedback privately

• Set expectations clearly and celebrate incremental progress

• Foster team knowledge sharing and collective problem-solving

• Help screen and interview new team members with hiring managers

Research shows men apply if they meet ~60% of the criteria, while women and underrepresented groups apply only if they meet all requirements. If you have the skills but don't meet every requirement, reach out – we'd love to explore how you could be a great fit!

Required Experience:

• Minimum of 5+ years of experience in managing Google Ads/search accounts for clients

• A good understanding of the Digital Marketing landscape, PPC, including the Search ecosystem

• Experience in client-facing/client services roles, with strong stakeholder skills up to C-level

• Strong analytical skills (Looker, Tableau or similar data visualisation tools)

• A customer-centric approach focused on delivering value

• Hands-on leadership experience

Desired Experience:

• SaaS, AdTech/MarTech or Media Agency background

All Adthenians are expected to align closely with our ‘Core Values’.

What it means…

• Get Shit Done: We're big on taking action, owning our challenges, and finding solutions.

• Freedom with Responsibility: We take charge from results to recognition. We know that our hustle not only moves the needle for the company but also sets us up for personal success.

• Deliver Remarkable Quality: We care about exceeding expectations in the work we do and aim to always do our best work as individuals and as a team.

• Smart & Always Improving: We strive daily to expand our knowledge and become better at what we do.

You’ll work closely with:
Josh Baines
Customer Success Director
LinkedIn: https://www.linkedin.com/in/josh-baines-16608bb1/