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Responsibilities
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 you to employ 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, as your role is 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 goalsCollaborate with Client Account Teams to lead quarterly/bi-annual business reviews to highlight realized value and ensure a continued positive customer experienceIndependently 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 opportunitiesPartner with internal Services teams, such as Insights Management and Technical Project Management, to grow accounts and triage issues as they ariseOptimize the customer experience by identifying, reporting, and recommending product improvementsPartner 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 goalsDrive 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 realizationDevelop raving fans within the client base to co-author win stories, case studies, and other partnership tactics with Product Marketing and/or Customer MarketingGain an expert understanding of DISQO's CX Platform and associated Product componentsCollaborate with the marketing team to develop and iterate on email drip campaigns to drive platform usage, adoption, and stickinessWhat you bring to the role:8+ years of customer-facing experience, including 5+ years of direct commercial responsibilityBrand Measurement expertise, inclusive of Brand Lift MeasurementSuccessful track record of building, nurturing, and growing mid-size to enterprise clients, including including working directly with Fortune 2000 brands and with Brand through Agency-driven relationshipsStrong presentation, problem-solving, and analytical skillsAbility to manage multiple projects under tight deadlinesAbility to anticipate, think strategically, develop, and execute creative solutions for complex customer needs.Excellent written and verbal communication skillsExperience working cross-functionally with other teamsPreferred Qualifications:Previous experience working in with a brand lift and ad measurement solutionDegree in Business, Marketing, Social Sciences, or other relevant fieldsPassion for learning new skills and conceptsProven success working in a fast-paced, dynamic, and evolving environmentExperience working cross-functionally with other teams, specifically Professional Services organizations.BA/BS degreePerks & Benefits:100% covered Medical/Dental/Vision for employee, competitive dependent coverageEquity401KGenerous PTO policyFlexible workplace policyTeam offsites, social events & happy hoursLife InsuranceHealth FSACommuter FSA (for hybrid employees)Catered lunch and fully stocked kitchenPaid Maternity/Paternity leaveDisability InsuranceTravel Assistance Program24/7 Counseling Services offered to EmployeesNote: The benefits noted above are for full time US based employees only.About the CompanyDISQO 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.Recruiting *Recruiting firms that submit resumes to DISQO without first entering into a written contract will not be entitled to any compensation on candidates referred by that firm.AI Disclosure We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. If you would like more information about how your data is processed, please contact us.
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