Founding Customer Success Manager

🤝 Founding Customer Success Manager – AI Advertising

Company: AdsGency AI 📍 Location: Onsite — San Francisco 💼 Employment Type: Full-Time 🚚 Relocation to San Francisco Required 🛂 Applicants must be permanently authorized to work in the United States without current or future employer-sponsored visa support.

🚀 About AdsGency AIWe’re AdsGency AI — an AI-native company building a multi-agent operating system for digital advertising. Our platform uses AI agents to help advertisers plan, launch, optimize, and analyze campaigns across Google, Meta, TikTok, and other major advertising channels. We are building toward a future where increasingly autonomous AI systems can manage the complexity of performance marketing at scale. As our customer base expands across self-serve and enterprise customers, we are looking for a highly accountable Customer Success Manager to own customer outcomes and help build our customer success function from the ground up.

🧠 The RoleAs a Founding Customer Success Manager, you will own customer relationships from onboarding through adoption, retention, renewal, and expansion. You will work directly with customers, founders, product managers, engineers, and growth teams to ensure customers achieve measurable value from AdsGency. This is not a reactive support role. You will be expected to understand customers’ businesses, advertising objectives, campaign performance, product usage, and risks; proactively identify problems; drive them to resolution; and build scalable systems that allow AdsGency to support a growing customer base.

🔧 What You’ll DoOwn Customer Outcomes Own a portfolio of strategic and enterprise customers from onboarding through renewal. Establish clear success plans, business objectives, milestones, and measurable outcomes for each account. Onboard & Activate Customers Guide customers through account setup, advertising-platform connections, AI workflow configuration, campaign creation, and launch. Reduce time-to-value and identify activation blockers before they become churn risks. Drive Advertising Outcomes Understand campaign performance across Google, Meta, TikTok, and other channels. Work with customers and AdsGency’s product and AI teams to identify performance issues, recommend actions, and ensure customers are receiving measurable value from the platform. Manage Strategic Relationships Build trusted relationships with founders, CMOs, growth leaders, performance marketers, and other customer stakeholders. Lead regular account reviews and communicate performance, risks, product capabilities, and next steps clearly. Own Retention & Expansion Drive renewals, expansion, and upsell opportunities by demonstrating ROI, increasing product adoption, and identifying additional customer use cases. Manage Customer Health & Risk Build and maintain customer-health tracking across product usage, campaign activity, support issues, billing status, satisfaction, and renewal risk. Identify inactive or at-risk accounts early and proactively intervene. Own the Customer Feedback Loop Systematically capture product feedback, feature requests, objections, support issues, cancellation reasons, and customer pain points. Translate recurring themes into actionable recommendations for product and engineering. Improve Cancellation & Retention Insights Ensure renewal, downgrade, cancellation, refund, and churn reasons are captured consistently. Identify patterns and work cross-functionally to reduce preventable churn. Build Customer Success from 0→1 Create scalable onboarding playbooks, customer-health frameworks, account-review templates, escalation processes, documentation, renewal workflows, and operating metrics. Partner With Product & Engineering Represent customer needs internally while maintaining appropriate product discipline. Work closely with product and engineering to reproduce issues, prioritize customer-impacting problems, validate fixes, and close the loop with customers.

💡 What You Bring • 3–6+ years of Customer Success, Account Management, Strategic Accounts, Growth Operations, or related experience, preferably in SaaS, AdTech, MarTech, or performance marketing.

• Experience independently managing enterprise or high-value customer relationships.
• Strong understanding of digital advertising and performance marketing, including Google Ads, Meta Ads, TikTok Ads, campaign measurement, attribution, CPA, ROAS, conversion funnels, and related KPIs.
• Demonstrated ownership of retention, renewals, expansion, and customer outcomes.
• Ability to identify customer risk early and drive ambiguous problems to resolution without waiting for detailed instructions.
• Strong analytical skills and comfort working with product analytics, advertising data, dashboards, and customer-health metrics.
• Excellent written and verbal communication skills, including the ability to communicate effectively with both technical teams and senior customer stakeholders.
• Strong organizational skills and the ability to manage multiple strategic accounts simultaneously.
• Experience operating in a fast-moving environment with incomplete processes and significant individual ownership.
• Genuine interest in AI, automation, advertising technology, and the future of autonomous software.

🧩 Bonus Points • Founding or early Customer Success experience.

• Experience building CS processes from scratch.
• Hands-on experience with Google Ads, Meta Ads Manager, TikTok Ads Manager, or other major advertising platforms.
• Experience working with AI/ML or automation products.
• Experience with enterprise SaaS implementations.
• Familiarity with product analytics, CRM, customer-success, or BI platforms.
• Demonstrated history of improving retention, NRR, expansion, or customer adoption.
• Experience partnering directly with engineering teams on technical customer issues.

💰 Why Join AdsGency AI? • Competitive salary + meaningful equity.

• Own strategic customer relationships at an early-stage AI company.
• Work directly with the founders, product, and engineering teams.
• Build the Customer Success function and operating system from 0→1.
• Work with customers applying AI to real advertising spend and business outcomes.
• Directly influence product roadmap, customer experience, retention strategy, and GTM execution.
• Help define how AI changes the way digital advertising is managed.