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
