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.

• 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

• 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
• Strong understanding of SaaS business models and customer lifecycle management
• Experience with paid media platforms and marketing technology preferred
• 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

• 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.