Customer Success Manager

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
• Thrives in ambiguous, fast-changing environments where processes are still being defined
• Proven track record of managing client relationships and driving customer retention/expansion
• Experience with paid media platforms and advertising technology
• 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.)

$100,000 - $130,000 a year

Benefits include stock options and medical/dental/vision insurance.

We are an equal opportunity employer and value diversity and inclusion at our company.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.