Customer Experience Manager, Account Success

About the role

The Customer Experience Manager, Account Success will partner with sales, product and engineering teams to deliver seamless implementation and ongoing support for Google advertising customers. You will act as a trusted advisor, helping clients maximize the value of Google’s ad and publisher products.

Key responsibilities

• Lead discovery conversations to identify operational strengths, risks and implementation blockers.
• Coordinate with sales partners to align on a unified customer approach.
• Develop and manage an implementation roadmap with the client, ensuring timely delivery of ad campaigns and technical solutions.
• Drive complex technical escalations to resolution, collaborating with engineering and product teams.
• Provide consultative support and bespoke solutions for large‑scale advertisers, agencies and demand‑side platforms.

Required profile

• Bachelor’s degree or equivalent practical experience.
• At least 5 years of experience in technical project management or a customer‑facing role.
• Proven experience in customer support or success programs.
• Preferred: Master’s degree in a quantitative or technical field and 5 years managing projects with analytics, software coding or web technologies.
• Experience working with advertising agencies, holding companies or DSPs and large‑scale support operations.
• Strong knowledge of Google advertising solutions and media landscape.

Required skills

• Software coding
• Web technologies
• Analytics