{"id":3929101,"url":"https://alion.io/job/adplenty-customer-success-lead","title":"Customer Success Lead","company":{"id":2654501,"name":"AdPlenty","domain":"adplenty.io","url":"https://alion.io/company/adplenty","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":null,"truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":"lead","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Copenhagen, Denmark"],"countries":["DK"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"GA4","optional":false},{"name":"LinkedIn","optional":true}],"status":"live","first_seen_at":"2026-11-07T12:18:12Z","employer_posted_date":null,"last_verified_at":"2026-11-07T12:18:12Z","board_verified":false,"closed_at":null,"days_open":7,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":7},"description":"Customer Success & Operations Lead\n\nBuild up the customer function that helps multi-location brands succeed with AdPlenty.\nAdPlenty helps brands and franchise networks manage local marketing across locations and channels. Our platform connects central marketing teams with local users, combining campaign management, organic social content and local activation.\nWe’re looking for an experienced, hands-on customer success leader who understands SaaS, digital marketing and technical onboarding, and enjoys building structure in a small team.\nYour role is to turn signed agreements into successful implementations, active customers and lasting commercial relationships.\n\nWhat you’ll ownCustomer value, retention and growth\nYou’ll establish a consistent approach to customer success across AdPlenty.\nTranslate customer goals into practical success plans with clear milestones.\n\nDrive adoption across both head-office teams and local users.\n\nIdentify risks early and coordinate action across support, campaign delivery and product.\n\nLead renewal and expansion conversations, involving our CEO and sales team where relevant.\n\nHelp customers connect platform usage and campaign activity to their business objectives.\n\nOnboarding and implementation\nOur onboarding can involve several stakeholders: central marketing teams, local businesses, agencies and IT partners. You’ll make these projects clear and manageable.\nLead the handover from sales and clarify scope, commitments and responsibilities.\n\nCoordinate account access, location data, templates, integrations, tracking and training.\n\nStructure pilots with agreed success criteria, timelines and a clear decision at the end.\n\nEnsure customers reach their first meaningful outcome and transition smoothly into ongoing operations.\n\nBuild repeatable onboarding processes, documentation and training materials.\n\nTeam leadership and scalable operations\nYou’ll take over leadership of Customer Operations with 2 employees\nLead our customer support/onboarding and campaign delivery colleagues.\n\nSet priorities, clarify ownership and follow up on quality and capacity.\n\nEstablish clear boundaries between customer management, campaign delivery, support and engineering.\n\nWork with Product and Engineering to turn recurring customer problems into better workflows.\n\nUse AI and automation to reduce repetitive work while maintaining quality and accountability.\n\nThe experience you bringYou have worked in a smaller SaaS, MarTech or technology-enabled services business, where you helped build or significantly improve a customer success function. You’re comfortable taking responsibility before every process is defined.\nWe’re particularly interested in experience with:\nCustomer ownership: Managing onboarding, adoption, retention and account growth, with examples of outcomes you personally helped deliver.\n\nComplex implementation: Coordinating customers, agencies and technical colleagues through projects with multiple dependencies.\n\nDigital marketing: A practical understanding of paid Meta and Google campaigns, organic social, conversion tracking, reporting and lead generation.\n\nTechnical troubleshooting: Understanding account permissions, Meta Business Manager, pixels, GA4/GTM and data integrations well enough to ask the right questions and identify the appropriate specialist.\n\nTeam leadership: Setting priorities, coaching colleagues and maintaining accountability in a small team.\n\nProcess building: Creating workflows that people actually use, supported by CRM, support tools and useful documentation.\n\nYou communicate confidently in English with customers and colleagues. Danish or another Scandinavian language is a plus.\nWhat success looks likeWe’ll agree targets based on our starting point, focusing on:\nBuilding the workflows for Costumer Success, playbooks and flows so everyone who their responsibility\n\nStrong retention and expansion supported by demonstrated customer value.\n\nReliable onboarding and campaign delivery, fewer recurring issues and less routine dependence on founders.\n\nWorking at AdPlentyYou’ll report to our CEO and work closely with our CPO, Product Design and Engineering team. You’ll have the opportunity to shape how Customer Success and Operations work at AdPlenty, combining direct customer responsibility with team leadership and process development.\nWe’re based at Matrikel1 in central Copenhagen and work with customers across international markets.\n\nInterested?\nShare your CV or LinkedIn profile and a short note about a customer function or onboarding process you helped build. 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