Sr. Enterprise Customer Success Manager

DISQO is the brand experience (BX) platform for understanding every customer experience. Businesses trust DISQO to power better decisions for every customer, touchpoint, and outcome. DISQO's insights, agile testing and advertising measurement products are powered by millions of consumers on the industry's largest opt-in consumer data platform. 

When you join DISQO Nation, you join a community that values trust, transparency and innovation. We invest in our employees and apply a bottom-up management approach, rooted in the concept of servant leadership. We approach each day eager to learn, grow, and make a lasting impact. Best of all, we have fun while doing it!

The Role: As a Sr. Enterprise 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.

• Gain an expert understanding of DISQO’s CX Platform and associated Product components
• 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 identifying growth opportunities
• Captures and documents client-identified verified outcomes and document client health metrics to internal stakeholders
• Partner with internal Services teams, such as Insights Management and Technical Account 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.
• Utilize industry-leading and internally developed adoption tracking software and processes such as Pendo, Tableau, and Customer Health to identify, engage, strategize, and re-engage end-users
• Collaborate with the marketing team to develop and iterate on email drip campaigns to drive platform usage, adoption, and stickiness 
• Develop a deep understanding of other customer-facing, post-sale teams (for example, Customer Support & Research Management) to triage and route requests properly. 

• 5+ years of customer-facing experience, including 3+ years of direct commercial responsibility 
• Successful track record of building, nurturing, and growing mid-size to enterprise clients
• 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

• Previous experience working in a SaaS-based and professional services solutions
• 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
• BA/BS degree

#LI-MV1 #LI-Remote

DISQO has built a great company culture with an eNPS score of 85 on employee satisfaction. As members of DISQO Nation, 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.

You can learn more about what’s happening at DISQO by visiting the DISQO Developer Blog or the DISQO Company Blog.

Perks & Benefits:

·100% covered Medical/Dental/Vision for employee, 82% for dependents

·Equity

·401K

·Generous PTO policy

·Flexible workplace 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

·Access to personal and professional growth tools - Calm App & LinkedIn Learning

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.