Sr. Customer Success Manager, Ad Measurement
Senior Customer Success Manager responsible for managing, expanding, and renewing a portfolio of mid-to-enterprise clients in ad measurement. Requires 8+ years customer-facing experience (5+ in commercial roles), Brand Lift expertise, and proven success growing Fortune 2000 accounts.
About the job
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 to highlight realized value and ensure 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 and negotiate terms for the contracts, also focusing on maximizing their ROI and capturing 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 and associated with key performance indicators and proactively build a mutually beneficial customer success plan to ensure the adoption and use of the product and to deliver against those goals
- Drive rapid usage and adoption of the product, applicable new 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 with 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
Skills
Brand Lift Measurement, Brand Measurement, Customer Success, Account Management, Stakeholder Management, Business Reviews, Contract Negotiation, ROI Analysis, Product Adoption, Cross-Functional Collaboration, Presentation Skills, Analytical Skills
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