Senior Manager of Customer Success, DoubleVerify
Rockerbox
$106-201k
+ Bonus/commission and equity
Software platform for digital media measurement and analytics
Open for applications
Software platform for digital media measurement and analytics
1001+ employees
Open for applications
$106-201k
+ Bonus/commission and equity
1001+ employees
Company mission
To build trust and transparency across the digital advertising ecosystem and help advertisers succeed.
Role
Who you are
- 6 or more years of experience in Customer Success or Account Management within a SaaS organization, with hands on management experience
- Operational leadership skills with comfort enforcing structure, consistency, and accountability
- Ability to thrive in a fast-paced environment with shifting priorities and evolving processes
- Strong communication skills and confidence in executive-facing interactions
- Experience with Vitally and Salesforce or similar tools preferred
- Experience with marketing measurement, attribution, or adtech/martech is a plus
- Genuine passion for helping customers succeed and strengthening partnerships
What the job involves
- This role will lead the Rockerbox CSM team and will ensure that every customer interaction is strategic, consistent, and driving measurable value
- This leader will be deeply involved in the work, coaching how we show up in customer conversations, guiding escalation responses, and strengthening accountability around process, documentation, and execution quality
- This role will report directly to the Sr Director of Revenue at Rockerbox
- This role requires someone who thrives in a fast-paced, evolving environment. You will operate with a high degree of autonomy, be comfortable navigating ambiguity, and embrace change as we scale. You will help build the CS systems and habits that position Rockerbox to deliver exceptional outcomes as we continue to grow
- Lead and Coach the CSM Team
- Manage and develop a team of CSMs, owning team meetings, 1-1 meetings, and account reviews
- Provide hands-on coaching by joining calls, listening to recordings, and offering real-time feedback
- Ensure excellence in call hygiene, follow-ups, documentation, and proactive customer engagement
- Serve as a first-line resource for questions and customer escalations to keep work moving quickly
- Drive Customer Value and Strategic Engagement
- Ensure CSMs enable customers to extract repeated and measurable value from Rockerbox
- Guide the team in unlocking new use cases, creative applications, and product expansion opportunities
- Raise excitement and advocacy by keeping customers informed, inspired, and engaged
- Build and Maintain Operational Excellence
- Establish strong operating rhythms including Moments of Impact tracking, ROI storytelling checkpoints, success plan reviews, call reviews, and forecasting inputs
- Ensure Vitally and Salesforce usage is accurate, consistent, and actionable
- Improve playbooks, lifecycle handoffs, and team processes to scale high-quality execution
- Use data to identify trends, performance needs, and workflow improvements
- Strengthen Cross-Functional Customer Experience
- Collaborate closely with Implementation and Support to maintain seamless customer transitions across the lifecycle
- Coach CSMs to identify when customer asks require deeper analytical support and guide appropriate routing to Professional Services
- Share insights with Product to inform roadmap decisions
- Customer First Mindset
- Build trusted relationships with senior stakeholders when needed
- Focus on creating delight moments for our customers, obsession with how we can continually improve
- Represent Rockerbox with energy, curiosity, and customer-first thinking
Our take
The importance of digital advertising continues to grow, but it can be difficult for companies to protect their brand identity online. DoubleVerify solves this problem using software that monitors campaign performance in real-time.
Since it was first launched, DoubleVerify has successfully carved out an impressive market share, and now boasts customers such as digital advertising giant Facebook as long-time customers. Its success is largely owed to the quality of its technology, which far outperforms that of its rivals. DoubleVerify has consolidated its success by expanding the range of languages its tools support. It has also expanded into new markets such as Australia and New Zealand, a key indicator of the company’s continued growth.
The digital ad space is changing constantly, and DoubleVerify will need to remain as agile and adaptive as it is at present in order to compete with rivals such as Tremor and Quantcast. But with a 2021 IPO, several recent rounds of funding and new product releases, it looks set to tackle its competitors head on and stay ahead of the game.
Freddie
Company Specialist at Welcome to the Jungle
Insights
16% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
Oct 2020
$350m
GROWTH EQUITY VC
Aug 2011
$33m
LATE VC
Total funding: $396.5m
Company benefits
- Comprehensive Coverage: Because we want you to stay healthy.
- Pension Matching: 401(k) or country-specific contributions.
- Tuition Reimbursement: never stop learning.
- Generous Parental & Compassionate Leaves: putting families first.
- Onsite & Virtual Events & Wellness Activities: Team activities, wellness offerings, games and more!
- Flexible Lifestyle Spending Account: Gym, fitness class, self-care, or even pet care? You're covered for this and more.
- Mental Wellness Days: Take a day off for yourself.
- Global Access to Mental Health Resource: Investing in you being your best self.
- Hybrid Work Schedule: Making the most of your time.
- Peer Nominated Awards: Recognizing DV values in action.
- Seasonal Employee Appreciation Gifts: Enjoy summer treats and holiday sweets.
- Self-Directed Paid Time Off: You work hard. Enjoy it.
Company HQ
SoHo, New York, NY
Leadership
Mark Zagorski
(CEO)Mark joined the DOubleVerify team as CEO in 2020,. Prior to this, he was the CEO for Telaria and an Executive VP/Head of Nielsen Marketing Cloud for Nielsen. He also spent 7 years at eXelate as CRO and CEO.
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