Customer Success Manager

• Location: Remote (one day / week in office in Farringdon, London)
• Type: Full‑time
• Reports to: CEO (Tom)
• Works closely with: Head of Marketing, Data Science, Product, Engineering

About the role

Adzact is an AI‑native Demand Automation Platform used by companies like Darktrace, Just Eat and Adobe to run high‑precision B2B advertising across the web. Instead of bolting AI onto legacy workflows, were built from the ground up around agentic automation, models that refresh themselves, audiences that rebuild automatically, and campaigns that evolve like living systems. Marketers use Adzact to target every good‑fit account in their market and continuously optimise performance without relying on agencies or huge teams. If you want to be on the real AI career ladder, working in a company where AI is the engine, not a feature, this is the place.

Mission of the role

Help B2B performance marketing teams at enterprise and scale‑ups get maximum measurable value from Adzact. Turn pilots into expansions, expansions into multi‑year partnerships, and ensure every customer has a clear, positive, predictable experience with our platform.

This role is the operational backbone of our keystone accounts.

What success looks like after 12 months

• 4–5 of our biggest new customers running predictable, multi‑channel paid media through Adzact
• Expansions landed in at least two major accounts
• Every account has a clearly defined pipeline per 100 leads scorecard and solid hygiene across UTMs, targeting, tracking and lead ingestion
• Zero surprise churn: you always know the health of each account
• Adzacts reputation as the zero‑drama vendor is strengthened through your organisation, clarity and trust‑building

Day‑to‑day responsibilities

• Own a portfolio of enterprise and high‑growth mid‑market accounts
• Run weekly working sessions and monthly QBRs with marketing leadership (CMOs, Heads of Demand Gen, RevOps)
• Translate a customers ICP, targeting strategy and campaign objectives into Adzact audiences and experiments
• Review and QA targeting, budgets, campaign setups, UTMs and tracking across Meta, Google, LinkedIn, Programmatic
• Coordinate with Engineering and Product to ensure new models, audiences and assets flow cleanly into live accounts
• Build and maintain each clients status board: budgets, live channels, daily spend, lead flow, access issues
• Drive renewals, expansions and multi‑quarter pilot rollouts with clear commercial recommendations
• Turn messy client environments into simple narratives: what we fixed, what improved, what comes next
• Educate customers on how to interpret performance: CPL, pipeline per 100 leads, A/B penetration, spend efficiency
• Proactively spot risks (tracking breaks, click sponges, bad-fit leads, under-spend) and coordinate internal fixes
• Work with Product to turn customer pain into roadmap items
• Produce clean documentation: onboarding packs, runbooks, experiment plans, QBR slides, email summaries
• Contribute ideas for better internal processes, automation and quality control

Why this role is special

• You work directly with the CEO on our most important customers
• You shape how Adzact is perceived by some of the worlds biggest B2B advertisers
• You help define the future of agentic marketing operations: where humans handle strategy and narrative and AI handles execution
• Youll see the inside of dozens of B2B paid media operations and help fix some of the biggest targeting and waste problems in the industry
• Your work directly affects how Adzact succeeds as a company: this is not a background role

Requirements

Experience were looking for

• 3+ years in Customer Success, Account Management or Performance Marketing at a B2B SaaS, ad tech platform, paid media agency or similar
• Direct experience with Meta Ads Manager, Google Ads or LinkedIn Campaign Manager
• Understanding of B2B paid media challenges: audience fit, TAM, attribution, UTMs, CRM integration
• Strong analytical skills: able to interpret campaign data and explain it to both technical and non‑technical buyers
• Experience working with enterprise buying committees (Marketing, RevOps, Procurement, Data Security)
• Proven ability to run QBRs and drive expansions
• Bonus: familiarity with programmatic platforms, Customer Match, lead‑gen forms, SFDC, HubSpot, GA4, UTMs
• Bonus: experience in cybersecurity, SaaS, or high‑velocity B2B demand gen

What we value

• Calm under pressure: customers trust you because nothing rattles you
• Extremely organised: nothing falls through the cracks
• Clear communicator: simple emails, simple slides, simple stories
• Bias to action: you dont wait for perfect; you get things unblocked
• Empathy: you understand how stressed performance marketers can be and you make their lives easier
• Curiosity: you enjoy digging into data, workflows and weird edge cases
• Ownership: youre accountable for outcomes, not tasks