Senior Customer Success Manager – Rockerbox

DoubleVerify Inc.; New York (NY); On-site; USD 100,000 - 135,000; Full time

Benefits offered by this job

Bonus/commission

Equity

Benefits

Job summary

DoubleVerify Inc. is seeking a Senior Customer Success Manager to own complex enterprise relationships from onboarding through adoption, growth, and renewal.

You will collaborate with senior marketing leaders across multi-stakeholder teams, guiding them to measurable outcomes on our Rockerbox platform. You will drive product advocacy, manage high-priority accounts, and partner with Product, Engineering, and Support to tailor solutions for large clients.

Qualifications

• 5+ years in customer success, account management, or related client-facing roles in SaaS, ad tech, or martech.

Responsibilities

• Own end-to-end client relationships for a portfolio of enterprise accounts, leading onboarding sessions, platform walkthroughs, status calls, and executive conversations.
• Build and maintain stakeholder maps across client organisations, ensuring executive sponsorship and continuity of relationships across all layers of the account.
• Drive product adoption by linking platform capabilities to customer goals and embedding Rockerbox into day-to-day decision making, including for non-standard configurations.
• Guide customers through challenges and escalations with a solutions-oriented approach to preserve trust and align on next steps.
• Manage multiple high-complexity accounts with prioritisation, timeboxing, and focused momentum.
• Provide structured product feedback and partner with Product, Engineering, and Support to improve outcomes, especially for enterprise configurations.
• Identify expansion opportunities and demonstrate value to build the business case for growth.

Skills

Customer success

Account management

SaaS

Analytical

Executive presence

Job description

Who We Are

DV is the leader in digital performance solutions, helping our advertiser and agency partners verify the quality of their digital campaigns, optimise to improve performance and prove that they’re achieving their business outcomes, through unbiased 3rd party data and analytics. DV's mission is to be the definitive source of transparency and data-driven insights into the quality and effectiveness of digital advertising for the world's largest brands, agencies, publishers, and digital ad platforms. Since 2008, DV has helped hundreds of Fortune 500 companies gain the most from their media spend by delivering best-in-class solutions across the digital advertising ecosystem, helping to build a better industry. Learn more at www.doubleverify.com. DV Rockerbox is seeking a Senior Customer Success Manager to own our more complex, high-value enterprise client relationships and ensure these customers achieve measurable success with our platform. You will partner directly with senior marketing leaders across multi-stakeholder organisations, guiding them from onboarding through adoption, growth, and renewal. This is a highly visible, client-facing role that requires strong executive presence and the ability to navigate ambiguity across large, complex accounts. Sr. CSMs at DV Rockerbox operate at the intersection of strategy, analytics, and execution, and are expected to bring seasoned judgment to the highest-complexity engagements on the team. You'll help customers leverage our unified measurement platform to reach goals ranging from strategic budgeting to channel optimisation, while keeping adoption and outcomes at the centre of every engagement. You'll also help raise the bar for the broader CSM team.

What You’ll Do

• Own end-to-end client relationships for a portfolio of complex, multi-stakeholder enterprise accounts, leading onboarding sessions, platform walkthroughs, status calls, and executive-level conversations.


• Build and maintain stakeholder maps across client organisations, ensuring executive sponsorship and continuity of relationships across all layers of the account.


• Drive product adoption by connecting platform capabilities to customer goals and embedding Rockerbox into day-to-day decision making, including for accounts with custom or non-standard measurement configurations.


• Guide customers through challenges and escalations with a solutions-oriented approach, preserving trust while aligning on next steps.


• Manage competing priorities and workloads across multiple high-complexity accounts, applying structure, time-boxing, and focus to keep momentum.


• Provide structured product feedback and partner with Product, Engineering, and Support to improve customer outcomes, particularly for enterprise-specific configuration and workflow needs.


• Identify expansion opportunities, demonstrating the value of Rockerbox across client organisations and building the business case for growth.

Who You Are

• 5+ years in customer success, account management, or other client-facing roles in SaaS, ad tech, or martech, including direct experience managing enterprise or strategic accounts.


• Proven track record managing complex, multi-stakeholder accounts, including building and maintaining seniority level relationships.


• Strong analytical comfort with the ability to help customers apply Rockerbox to their business goals.


• Excellent communicator with executive presence; skilled at building trust and managing sensitive or high-stakes client conversations.


• Proven ability to manage escalations and shifting priorities with professionalism and a solutions-oriented mindset.


• Organised and disciplined in managing multiple high-complexity accounts, using prioritisation and time management to keep momentum.


• Comfortable with ambiguity, adaptable to evolving customer needs, and proactive in driving clarity and next steps.


• Nice to Have Experience in digital marketing, analytics, or campaign management.


• Familiarity with multiple marketing channels and measurement approaches.


• Exposure to marketing budgets, attribution, or performance reporting tools.

The successful candidate’s starting salary will be determined by a number of non-discriminatory factors, including qualifications for the role, level, skills, experience, location, and internal equity relative to peers at DV. The estimated salary range for this role, based on the qualifications set forth in the job description, is between $100,000 - $135,000. This role will also be eligible for bonus/commission (as applicable), equity, and benefits.

DV provides the industry's leading Media Effectiveness Platform. Utilizing trusted measurement data and dynamic AI optimization, DV maximizes campaign effectiveness and drives tangible business outcomes for advertisers wherever they run their digital media. DV powers performance for the world's largest brands, platforms and publishers. We believe this is important work. Why? Because when an ad-supported ecosystem hums, it preserves a free internet for us all. We're looking for the best and the brightest talent, those who stand for one another and meet challenges with a spirit of ingenuity and invention.