Senior Customer Success Manager, DISQO

• 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

Desirable

• 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
• 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