How Customer Success and Ad Sales Can Be a Power Couple in Digital Growth

Let’s talk about the two things that keep digital businesses running: ads and customer relationships. Too often, we treat ad sales and customer success like they’re from different worlds.

I’ve been in rooms where ad salespeople crush their quotas, but forget the golden rule—what happens after the sale matters just as much as the sale itself.

What makes Customer Success Essential in Ad Sales?

In ad sales, it’s easy to focus on numbers: impressions, CTRs, ROAS. But behind every metric is a client trusting you to help them grow. Customer Success isn’t just about putting out fires—it’s about making sure that trust translates into results too.

Formula:

• Ads bring the attention.
• Customer Success brings the retention.

How the "best" do it

If you’re crushing it in ad sales but don’t have a strong Customer Success strategy backing you up, you’re leaving money—and relationships—on the table. Here’s is how you bridge that gap:

Onboarding is a client's first impression.

Sales team closes the deal, but the handoff is where you win or lose loyalty. I’ve seen brands absolutely thrive because their Customer Success Manager (CSM) took the time to understand the client’s goals, and not just their budget.

Raw metrics can overwhelm clients. Your CSMs should act as translators, taking complex data and turning it into stories clients can act on.

I once worked with a company that ran a video ad campaign. The initial data looked mediocre—low views, high CPC. But the CSM dug deeper and showed the client how the right people were engaging at key points. That insight turned a “meh” campaign into a “hell yes” renewal.

When an initial sale is made, your Customer Success team should already be talking about what’s next before the campaign wraps.

Think about it, If your client feels supported, they’re not just buying ad space—they’re buying peace of mind. That’s priceless.

If your sales team is crushing quotas but churn is high, the real problem isn’t the client—it’s the disconnect.

How to fix it:

• Have your sales team sit in on CSM-client calls to hear the feedback firsthand.
• Use a shared CRM to track touchpoints and campaign goals in real-time.
• Celebrate wins together, whether it’s a dope ad or a glowing client testimonial.

Why this matter to you?

Whether you’re in sales, customer success, or running your own shop, here’s what you need to know: Customer Success turns one-time wins into lifelong relationships.

If you’re just selling ads, someone will always have cheaper impressions. But if you’re building trust and delivering value? That’s how you become irreplaceable.

My Challenge to you, the next time you close a deal, ask yourself:

• How can I make sure this client feels supported after the sale?
• What insights can I share that will keep them coming back?
• How can I bring my Customer Success team into this process earlier?

Let me know in the comments: How are you aligning your sales and Customer Success teams? What’s working—and what’s not? Let’s learn from each other.

Eva Esi Essandoh

#CustomerSuccess #AdSales #DigitalMarketing #RetentionOverAcquisition #GrowthMindset