Sr. Customer Success Manager, Ad Measurement

Bonfirevc; New York (NY); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

100% covered Medical/Dental/Vision for employee

Equity

401K

Generous PTO policy

Flexible workplace policy

Team offsites, social events & happy hours

Life Insurance

Health FSA

Commuter FSA (for hybrid employees)

Catered lunch and fully stocked kitchen

Paid Maternity/Paternity leave

Disability Insurance

Travel Assistance Program

24/7 Counseling Services offered to Employees

Job summary

Dormont Manufacturing Co is looking for a Senior Customer Success Manager to lead client relationships, ensuring their success and satisfaction. This role requires strong skills in managing client engagements, conducting business reviews, and negotiating renewals.

The ideal candidate has 8+ years in customer-facing roles, excellent analytical and presentation skills, and the ability to collaborate with various teams. A degree in a relevant field is preferred. Join us for a vibrant work environment that values innovation and diversity.

Qualifications

• 8+ years of customer-facing experience, including 5+ years of direct commercial responsibility.
• Strong presentation, problem-solving, and analytical skills.
• Experience working cross-functionally with other teams.

Responsibilities

• Manage a dynamic portfolio of clients to ensure their success.
• Conduct business reviews with clients to highlight realized value.
• Proactively engage with clients to secure renewals and negotiate contracts.

Skills

Customer-facing experience

Brand Measurement expertise

Presentation skills

Problem-solving skills

Analytical skills

Education

Degree in Business, Marketing, Social Sciences

Job description

Senior Customer Success Manager

The Role: As an Senior Customer Success Manager at DISQO, you’ll be at the helm of a dynamic portfolio of clients, steering their journey towards unparalleled success. This role will manage, expand, and renew clients and may require a mix of high‑energy, high‑engagement strategies alongside nuanced, personalized approaches. Your primary goal is not just retention; it’s about propelling these clients to new heights, ensuring they’re not just satisfied but thrilled with the value and ROI they’re getting from DISQO. This outcome requires a keen focus on stakeholder management, user adoption, expansion, strategic engagement, and consistent confirmation of client success and outcomes. You will collaborate closely with multiple teams including Customer Onboarding, Customer Support, Sales, Services, Marketing, and Product to ensure client success, mitigate churn risks, and proactively identify expansion opportunities. It’s about ensuring not just client satisfaction but their continuous triumph and evolution with DISQO’s offerings.

What you will do:

• Leverage previous Brand Lift expertise to engage and guide clients on their measurement goals
• Collaborate with Client Account Teams to lead quarterly/bi‑annual business reviews highlighting realized value and ensuring a continued positive customer experience
• Independently lead pricing and scoping and manage the end‑to‑end deal operations in add‑on and expansion opportunities
• Proactively manage and engage with clients to secure renewals, negotiate contract terms, maximize their ROI, and capture growth opportunities
• Partner with internal Services teams, such as Insights Management and Technical Project Management, to grow accounts and triage issues as they arise
• Optimize the customer experience by identifying, reporting, and recommending product improvements
• Partner with clients to understand business and contract goals, develop a mutually beneficial customer success plan, and deliver against those goals
• Drive rapid usage and adoption of the product, newly available features, and leverage ongoing engagement tactics such as sharing and discussing case studies to maximize value realization
• Develop “raving fans” within the client base to co‑author win stories, case studies, and other partnership tactics with Product Marketing and/or Customer Marketing
• Gain an expert understanding of DISQO’s CX Platform and associated product components
• Collaborate with the marketing team to develop and iterate on email drip campaigns to drive platform usage, adoption, and stickiness

What you bring to the role:

• 8+ years of customer‑facing experience, including 5+ years of direct commercial responsibility
• Brand Measurement expertise, inclusive of Brand Lift Measurement
• Successful track record of building, nurturing, and growing mid‑size to enterprise clients, including working directly with Fortune 2000 brands and Brand through Agency‑driven relationships
• Strong presentation, problem‑solving, and analytical skills
• Ability to manage multiple projects under tight deadlines
• Ability to anticipate, think strategically, develop, and execute creative solutions for complex customer needs
• Excellent written and verbal communication skills
• Experience working cross‑functionally with other teams

Preferred Qualifications:

• Previous experience working with a brand lift and ad measurement solution
• Degree in Business, Marketing, Social Sciences, or other relevant fields
• Passion for learning new skills and concepts
• Proven success working in a fast‑paced, dynamic, and evolving environment
• Experience working cross‑functionally with other teams, specifically Professional Services organizations
• BA/BS degree

Perks & Benefits

• 100% covered Medical/Dental/Vision for employee, competitive dependent coverage
• Equity
• 401K
• Generous PTO policy
• Flexible workplace policy
• Team offsites, social events & happy hours
• Life Insurance
• Health FSA
• Commuter FSA (for hybrid employees)
• Catered lunch and fully stocked kitchen
• Paid Maternity/Paternity leave
• Disability Insurance
• Travel Assistance Program
• 24/7 Counseling Services offered to Employees
• Note: The benefits noted above are for full time US based employees only.

DISQO is an equal opportunity employer. Discovery, innovation, and growth are possible when we open ourselves to new possibilities, perspectives, and approaches. That’s why, at DISQO, we welcome, support, and empower individuals from diverse backgrounds. Exceptional teams are rooted in extraordinary people, each with a unique story and a compelling set of skills. DISQO does not discriminate against employees based on race, color, religion, sex, national origin, gender identity or expression, age, disability, pregnancy (including childbirth, breastfeeding, or related medical condition), genetic information, protected military or veteran status, sexual orientation, or any other characteristic protected by applicable federal, state or local laws.