Customer Success Manager ANZ - 12 Month Fixed Term

We are looking for a highly motivated individual to support our Customer Success team as a Contractor - Customer Success Manager. 

In this role, you will be responsible for managing campaigns end-to-end across managed and biddable channels — from RFP submission to campaign optimization, upselling and wrap up, while providing proactive consultative client service with a focus on both protecting and growing revenue. This client-facing role includes strategic planning, consultative selling, project management, and data-led storytelling, supported by AI tooling and expertise across our full product suite, including Spotify Ads Manager (SAM). You will be a reliable and crucial market team member who can anticipate and provide solutions to meet ongoing client needs.

 Above all, your work will impact the way the world experiences music and podcasts.

Please note this is a fixed-term, 12 months, contractor role hired through a third party. 

What You'll Do

Build deep client relationships to deliver best-in-class customer service to Spotify’s advertiser and agency partners.

Act as the client’s primary point of contact, fielding requests & questions and communicating directly with clients throughout the sales and campaign lifecycle

Be responsible for the RFP response and media planning strategy across all buying channels, including managed, biddable and self-serve

Regularly participate in client meetings to deepen relationships via high value client engagement, including campaign prep & launch, ongoing optimization recommendations, campaign reporting, and wrap ups

Proactively build and lead Mid and Post Campaign Reports with clients, surfacing actionable insights focused on growth and retention

Partner with cross-functional internal organizations to structure campaigns to meet client KPIs and deliver desired outcomes

Lead all aspects of the campaign set up, launch and activation processes, across managed and biddable buying channels including creative production management, spec review, asset collection, and ensuring proper creative trafficking 

Monitor campaign pacing, delivery and performance reporting and optimize/revise media plans to meet client objectives, leveraging AI tools to drive efficiency in day-to-day workflows

Leverage campaign reporting and insights to proactively identify, pitch, and close incremental and expansion opportunities - including multi-product bookings - to help grow the business and support BoB attainment

Manage projects involving complex work streams and cross-functional collaboration (internally and externally)

Serve as the product expert by educating clients and their agencies on Spotify’s new and existing products - including SAM self-serve and biddable solutions - as well as advising on best practices and bespoke campaign optimization

Support SAM self-serve demos and client onboarding to drive platform adoption and expand opportunity coverage

Utilise AI tooling to streamline reporting, analysis, and operational tasks, contributing to team-wide efficiency.

Actively engage with the quarterly Training & Enablement curriculum to stay current on products, tools, and best practices.

Review, interpret and present data, including brand measurement studies, providing comprehensive campaign insights, recommendations, and learnings via effective data storytelling

Collaborate cross-functionally on initial billing and revisions to ensure invoices are accurate and delivered on time

Adhere to internal best practice guidelines, processes, and operating cadences

Who You Are

You have a Bachelor's degree, preferably in Sales, Advertising, Marketing, or Business

You have a minimum of 6+ years experience in digital media, planning and/or buying

Strong industry knowledge and a desire to grow within the digital media industry

Strong understanding of advertising performance metrics and the advertising ecosystem, including biddable and programmatic buying

You have experience with a strong interest in self-serve advertising platforms and biddable campaign management

You have the ability to translate client requests to make recommendations that meet business objectives and deliver desired outcomes

You have the ability to craft impactful sales rationale stories by using data and research

You are comfortable using AI tools to improve productivity and streamline workflows

You are a highly organized and focused multi-tasker with strong attention to detail who can work independently within a team focused organization

You have the ability to work effectively with cross-functional teams and all levels of management (internally and externally)

You thrive in a fast-paced, deadline and detailed oriented environment and have excellent verbal, written, and presentation skills

You possess strong presentation and communication skills

You have excellent dexterity in excel and powerpoint, and have experience working within CRMs, OMSs, ad servers and other digital media tech systems.

Where You'll Be

You will work out of our Sydney office

We offer you the flexibility to work where you work best! There will be some in person meetings, but still allows for flexibility to work from home. We ask that you come in 3 times per week