DISQO is a leading provider of advertising intelligence, measuring brand and performance outcomes across every media channel to power data-driven marketing decisions. Trusted by 500+ of the world’s largest brands and 150+ agency and media partners, and recognized by Inc., Deloitte, Ad Age, Digiday, Forbes, and Cynopsis, DISQO is redefining the power of measurement in advertising.
Joining DISQO Nation means being part of a team that moves fast, thinks boldly, and is passionate about solving meaningful problems. Innovation isn't just something we talk about, it's how we operate. We challenge assumptions, embrace new ideas, and continuously push ourselves to build better solutions for our customers and each other.
Our values guide how we work and win together. We believe in winning as one team, fostering a culture of collaboration, trust, and shared accountability. We pursue outsized impact by focusing on opportunities that drive meaningful results for our customers and our business. We champion the customer by putting their needs at the center of every decision and delivering solutions that create real value. And we are relentlessly all in, bringing energy, passion, and commitment to every challenge, every day.
If you're energized by high-growth environments, motivated by innovation, and excited by the opportunity to do impactful work alongside talented, driven teammates, you'll feel right at home at DISQO.
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 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 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 in 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
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At DISQO, we pride ourselves on having a positive, performance-oriented workplace that includes a flexible hybrid approach, competitive medical benefits, and an amazing vacation policy. Read more about our culture on Glassdoor.
Perks & Benefits:
·100% covered Medical/Dental/Vision for employee, competitive dependent coverage
·Stock options
·401K
·Generous PTO policy
·Team offsites, social events & happy hours
·Life Insurance
·Health FSA
·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.
*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.
