Customer Success & Growth Manager

The future of advertising is beautiful. Thanks (thanks.co) is seeking a Customer Success & Growth Manager to join our US team and play a founding role in ensuring our emerging and mid-market accounts achieve maximum value from their partnerships with us. You'll collaborate closely with our sales, product, and leadership teams to execute our vision of advertising that actually delights consumers, not just targets them.

As the primary point of contact for our mid-market and emerging Publishers and Advertisers, you’ll work to deeply understand their business goals and deliver exceptional service that unlocks growth. You’ll also work closely with our internal teams to optimise the management of the brands and platforms in your portfolio. 

Our ideal candidate will be comfortable analyzing campaign performance, managing relationships across entire organizations, and building scalable account management processes from the ground up. If you also have experience with affiliate tracking, e-commerce advertising, or martech platforms, this would be highly beneficial. Most importantly, you are a people person who thrives in a collaborative, fast-paced startup environment.

What you'll do

• Build and Own Client Relationships: Develop and nurture long-term partnerships with publisher and advertiser partners, ensuring their needs are met or exceeded, while acting as the trusted face of Thanks for your portfolio of accounts.
• Drive Account Growth and Retention: Lead onboarding for new partners, conduct quarterly business reviews, identify upsell opportunities, and execute strategies to maximize account value and renewal rates.
• Analyze and Optimize Performance: Monitor campaign metrics, analyze performance data across various digital channels, and provide strategic recommendations to help partners achieve their key performance indicators.
• Create Scalable Processes: Help define what account management looks like at Thanks from inception - building workflows, communication processes, and tools that will scale as we grow our partner base.
• Collaborate Cross-Functionally: Work closely with sales for smooth account transitions, partner with product teams on new initiatives, and effectively relay client insights to enhance our offerings while navigating between technical and non-technical stakeholders.
• Manage CRM and Reporting: Maintain accurate records in HubSpot, create compelling performance reports, and leverage various martech platforms to support client success and internal decision-making.

What we're looking for

• 3+ years of experience managing clients in retail media, advertising, or e-commerce, with a proven track record of driving client satisfaction, retention, and revenue growth.
• Analytical mindset and presentation skills - able to analyze performance data, derive insights, run QBRs, and communicate recommendations effectively.
• Technical knowledge of affiliate tracking and ecommerce advertising, and CRM proficiency (we use Hubspot)
• Exceptional communication skills, capable of explaining complex concepts clearly and building relationships with stakeholders at various organizational levels, including C-suite executives.
• Self-motivated, organized, and approachable, with strong time management skills crucial for working across multiple time zones, and managing multiple clients and initiatives simultaneously.
• Startup mentality - comfortable with ambiguity, adaptable to rapid change, and excited to be scrappy with available tools and resources while building and improving processes.
• Creative thinking & curiosity - a problem-solver who tries to work things out independently and comes with solutions.

Nice to have

• Established network within the US tech, media, or e-commerce industries and experience leveraging professional connections for business development.
• Knowledge of tools or platforms such as Braze, Klaviyo, Impact, Similarweb, Linktree, Asana; with demonstrated ability to learn new platforms quickly.
• Understanding of SaaS business models and customer success frameworks.
• Bachelor's degree in Business, Marketing, Communications, or a related field.

Why Thanks?

We're not just another adtech startup - we're rewriting the rules. Thanks is a Sydney-headquartered, global-from-day-one company on a mission to kill ad fatigue and create advertising that consumers actually love. Our industry-leading engagement doesn't just capture attention; it delights, rewards, and transforms how people experience ads.

Here's why you'll love working with us:

Direct Impact: Your work will directly shape how we nurture partnerships and drive revenue growth. You'll have immediate wins while building lasting relationships with notable brands, and you'll see exactly how your contributions drive our larger goals.

Ownership and Autonomy: This is your chance to define what account management looks like at Thanks from inception. We'll give you the freedom and collaborative environment to build scalable processes and influence our future as we scale.

Competitive Package: Enjoy a competitive salary, performance-based bonuses, and stock options to share in our success.

Growth Trajectory: Thrive in an environment of rapid change, constant challenges, and endless opportunities. You'll work closely with leadership in a culture that values curiosity, transparency, and work-life balance.

Comprehensive Benefits: Enjoy a benefits package designed to support your needs and wellbeing.

Flexible Remote-Working Environment: Work remotely in a supportive team that understands the challenges and rewards of building something extraordinary across time zones.

We're tackling big challenges in advertising technology by creating our own ecosystem - not copying what exists. If you're excited to innovate, build meaningful partnerships, and grow at a rapidly scaling company, we'd love to hear from you - let's build something extraordinary together!