The Role
Adora is building the next generation of AI-native marketing tools to help brands connect with customers in more intelligent, efficient, and effective ways. Backed by top-tier investors, we're at a pivotal moment of growth—and we're looking for a Customer Success Manager who can drive client satisfaction, retention, and growth through our innovative AI platform.
Role Overview: We're seeking a customer-focused professional to join our team as a Customer Success Manager. In this role, you will serve as the primary point of contact for our clients, ensuring they maximize value from our AI-powered marketing platform while achieving their business objectives. You'll guide clients through onboarding, adoption, and expansion phases, combining deep product knowledge with strategic account management to drive long-term success and growth.
What You'll Own:
- Manage a portfolio of client accounts, serving as their trusted advisor and primary point of contact
- Lead client onboarding processes, ensuring smooth implementation and adoption of our AI platform
- Conduct regular check-ins, business reviews, and success planning sessions with key stakeholders
- Identify expansion opportunities and collaborate with sales teams to drive account growth
- Monitor client health metrics, usage patterns, and satisfaction scores to proactively address concerns
- Troubleshoot client issues and coordinate with product and engineering teams for resolution
- Create and maintain customer success documentation, playbooks, and process improvements
- Advocate for client needs internally and provide product feedback to development teams
- Support contract renewals and work to minimize churn through proactive relationship management
Who You Are:
- 5+ years of experience in customer success, account management, or client services roles ideally in startup environments
- Experience with paid media platforms or advertising technology required
- Thrives in ambiguous, fast-changing environments where processes are still being defined
- Proven track record of managing client relationships and driving customer retention/expansion
- Strong understanding of SaaS business models and customer lifecycle management
- Excellent communication and presentation skills with ability to engage C-level executives
- Analytical mindset with experience using customer success platforms and data analysis tools
- Problem-solving abilities with a proactive approach to identifying and addressing client needs
- Experience working in fast-paced startup environments and managing multiple accounts simultaneously
- Strong organizational skills with attention to detail and process optimization
- Bachelor's degree in Business, Marketing, Communications, or related field preferred
What We Offer:
- Competitive salary, stock, and benefits package
- A collaborative, inclusive, and dynamic work environment in a high-growth start-up
- Opportunities for professional growth and development
- Be first at a new, hot, growing company in a dynamic industry
- A chance to work on innovative projects in a cutting-edge field (Generative AI, etc.)
We are an equal opportunity employer and value diversity and inclusion at our company.
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The Company
What We Do
Adora is a rapidly growing Seattle-based SaaS company developing an innovative platform in the trillion-dollar digital advertising industry. Our platform is set to transform the landscape through cutting-edge technology and AI-driven solutions. We’re currently in stealth mode and look forward to sharing more about our mission and products during the interview.
