Customer Success Manager (Midwest, East Coast)

TL;DR Fast-growing measurement company looking for a Customer Success Manager to oversee client relationships, ensuring a seamless experience and a strong partnership. Who we are Adelaide is the leader in one of the fastest-growing areas of advertising: attention measurement and activation. Since 2020, we’ve become the trusted media quality measurement partner for 40% of Fortune 50 brands who rely on our award-winning AU metric to plan smarter campaigns, invest in high-quality inventory, and drive stronger business outcomes. Adweek has called Adelaide’s AU “the attention economy’s most widely recognized metric,” and AdExchanger named it “Best Measurement/Analytics Capability.” Our business continues to scale rapidly, outperforming the industry with a 35% three-year CAGR. What began as a 9-person startup in 2019 is now a team of more than 75. The past year brought meaningful expansion. We launched the AU ecosystem, giving brands, media agencies, and publishers a unified way to leverage and transact on AU. We broadened our programmatic footprint with custom bidding in Google DV360 and pre-bid targeting in The Trade Desk, and grew our partner roster to over 125 platforms and publishers. Leading brands like Dell, Diageo, and Jaguar Land Rover—along with premium publishers such as Hearst, Spotify, and The New York Times—continue to demonstrate AU’s value across the media lifecycle. Adelaide is backed by prominent investors such as Human Ventures (Joe Marchese), Aperiam Ventures (Joe Zawadzki & Eric Franchi), WGI (Jonah Goodhart), and Irwin Gotlieb. We have a NYC office and a London WeWork, but operate as a remote-friendly company with flexible work options. How we work We’re a team of action-oriented doers—management rolls up their sleeves and contributes every day. Our culture is rooted in curiosity and rigor: opinions are held lightly, debated openly, and strengthened through testing. Everyone is encouraged to play a role in shaping planning and strategy. We’re built on belonging and growth—94% of employees report a strong sense of belonging, and 81% say they’re happy at work. Position overview This position reports to the VP of Customer Success; it is responsible for managing and nurturing relationships with key clients, ensuring support before, during, and after campaigns, and driving the adoption of Adelaide's AU metric across brands, agencies, and partners in media planning and buying. In this role, you will be joining a dynamic and client-focused team dedicated to delivering value and insights through Adelaide's measurement solutions. You’ll be responsible for fostering strong client relationships and leveraging data insights to optimize campaigns and expand Adelaide's footprint. Day-to-day activities range from collaborating with Sales and Analytics teams to delivering impactful reports and ensuring seamless campaign execution. We’re seeking a candidate with 5+ years of experience in digital media, adtech, or advertising. This is a fully remote position available to candidates located in the Tri-State Area (NY, NJ, CT), with opportunities to connect with colleagues at our New York office. Compensation: This role includes a competitive compensation package with a base salary and performance-based variable incentives that make up approximately 20% of total On-Target Earnings (OTE). Base Range: $85,000 – $95,000 OTE Range: $106,250–$118,750 Performance-based incentives have the potential to exceed the stated OTE. What you'll learn An important part of our culture is continuing education and the open sharing of ideas. We offer: Access to a broad network of investors and advisors who can help you and your team succeed Mentorship from executives with decades of experience in adtech and media Regular internal knowledge-sharing sessions An education budget to support ongoing professional growth and development In this role, you'll learn: How to articulate Adelaide's value proposition to clients How to effectively work cross-functionally with Sales, Analytics, and Technical Account Management teams How to master data visualization and storytelling techniques to provide actionable insights How to navigate and contribute to a fast-paced, innovative start-up environment Core responsibilities Manage and nurture relationships with key clients, providing ongoing support and strategic insights Articulate Adelaide’s value proposition and recommend optimizations based on data-driven insights Drive adoption of Adelaide's AU metric across brands, agencies, and media partners Collaborate closely with Sales to strengthen client relationships and expand the portfolio Partner with the Analytics team to deliver impactful reports, including custom analyses aligned with client objectives Act as a product expert, guiding clients through Adelaide’s measurement data and insights Coordinate with the Technical Account Management team to ensure seamless campaign setup Support adops to facilitate smooth implementation and execution of campaigns What you'll bring Bachelor’s degree required 3+ years of ad tech / relevant industry experience Strong written and verbal communication skills Proficiency in Microsoft Excel, Powerpoint Experience working with verification / viewability partners, ad-serving platforms (CM360, Innovid, Extreme Reach, etc.) and DSPs (DV360, TTD, etc.) Proven record of managing strategic accounts, fostering client relationships and revenue growth Excellent organizational skills and attention to detail, with the ability to manage multiple tasks efficiently in a fast-paced environment A team-oriented approach with a growth mindset and enthusiasm for contributing in a fast-moving, high-impact environment Benefits Health & Wellness Medical, dental, a nd vision insurance Paid time off Parental leave Wellness & Development Stipend Holiday break Volunteer time off Financial & Compensation Competitive salary Performance-based quarterly bonus Stock options 401(k) retirement plan Workplace & Equipment Remote-first environment New York office Access to WeWork spaces available Equal Employment Opportunity (EEO) Statement Adelaide is proud to be an Equal Opportunity Employer, committed to fostering a diverse, equitable, and inclusive workplace where all employees can thrive. We consider all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other legally protected status. Our commitment to equal opportunity employment extends beyond basic compliance to encompass the active cultivation of a workplace that values different perspectives, backgrounds, and experiences.