At a Glance
- Tasks: Lead client success and drive engagement for a dynamic portfolio of clients.
- Company: Join DISQO, a leader in ad measurement with a vibrant culture.
- Benefits: Enjoy comprehensive health coverage, stock options, generous PTO, and team events.
- Other info: Collaborative environment with opportunities for professional growth and learning.
- Why this job: Make a real impact by helping clients achieve their goals and maximise ROI.
- Qualifications: 8+ years in customer-facing roles with strong communication and strategic skills.
The predicted salary is between 42750 - 52250 £ per year.
As a 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, employing 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 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.
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
- Commuter FSA (for hybrid employees)
- Catered lunch and fully stocked kitchen
- Paid Maternity/Paternity leave
- Disability Insurance
- Travel Assistance Program
- 24/7 Counseling Services offered to Employees
Experience:
- Working cross-functionally with other teams
- Ability to manage multiple projects under tight deadlines
- Successful track record of building, nurturing, and growing mid-size to enterprise clients, including working directly with Fortune 2000 brands and with Brand through Agency-driven relationships
- Brand Measurement expertise, inclusive of Brand Lift Measurement
- Excellent written and verbal communication skills
- 8+ years of customer-facing experience, including 5+ years of direct commercial responsibility
- Ability to anticipate, think strategically, develop, and execute creative solutions for complex customer needs
- Strong presentation, problem-solving, and analytical skills
- Previous experience working with a brand lift and ad measurement solution
- Proven success working in a fast-paced, dynamic, and evolving environment
- Passion for learning new skills and concepts
- Degree in Business, Marketing, Social Sciences, or other relevant fields
- Experience working cross-functionally with other teams, specifically Professional Services organizations
- BA/BS degree
Senior Customer Success Manager (Ad Measurement) employer: DISQO
DISQO is an exceptional employer that fosters a dynamic and collaborative work culture, empowering employees to drive meaningful growth in the advertising technology sector. With a strong focus on professional development and a commitment to exceeding ambitious sales goals, team members are encouraged to innovate and excel in their roles. Located in a vibrant area, DISQO offers unique advantages such as access to industry-leading clients and a supportive environment that values teamwork and success.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Customer Success Manager (Ad Measurement)
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at DISQO. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like DISQO before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Senior Customer Success Manager (Ad Measurement)
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to DISQO:Your cover letter is your chance to shine! Tell us why you want to work at DISQO specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at DISQO!
How to prepare for a job interview at DISQO
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
