Role: Customer Success Manager

Level: Individual Contributor

Reporting into: Head of Success

Department: Customer Excellence

Location: Hybrid, NYC

The Role:

The Customer Success Manager will report directly to the Head of Customer Success and will work closely with the VP of Customer Excellence. The primary responsibility of the Customer Success Manager will be to manage the relationships with our key accounts in the region, and to ensure their success and satisfaction with our products and services. They will work cross functionally with other teams across the organisation, collaborating with several stakeholders (e.g Sales, Special Projects, Creative and Technical Services, Support, Product and Engineering) to both ensure the voice of the customer is well understood internally and customer needs are being met externally. This role is responsible for driving long-term strategic customer success, adoption and advocacy across Disguise's key US accounts.

The successful candidate will be an organised and confident self-starter with exceptional written and verbal communication skills. They will be able to understand and communicate the unique requirements and challenges of each key account, and develop customised strategies and action plans to ensure their success.

They will need to be proactive in applying themselves to a variety of projects, take the lead, and coordinate the efforts of many to ultimately deliver the best result for our customers.

Responsibilities:

• Collaborate and lead cross-functional teams, to ensure seamless onboarding, implementation, and ongoing support for key accounts in the US region.
• Serve as the primary point of contact and advocate for our key accounts, building strong relationships and maintaining regular communication to understand their needs and objectives.
• Prepare annual account plans and regular account reviews (i.e. Quarterly Business Reviews) as required for key accounts.
• Act as a customer advocate within the company, gathering feedback, suggestions, and feature requests from key accounts and effectively communicating them to the relevant teams.
• Keep organised documentation of conversations with customers, including understanding their business strategies, challenges and opportunities.
• In collaboration with the Project Management team, monitor customer-specific project timelines, deliverables, and budgets to ensure timely and successful project completion.
• Maintain clear and open communication with accounts, providing regular project and/or product and services updates, addressing concerns, and managing expectations.
• Apply strong organisational skills to effectively manage multiple accounts simultaneously, ensuring each customer and related projects receives the necessary attention and resources.
• Clear reporting to the Head of Customer Success, VP of Customer Excellence & C-Team as required
• Make decisions within given tolerance to ensure the success of the account

Success Measures

• Customer retention and satisfaction
• Product adoption and engagement
• Successful delivery of strategic customer initiatives
• Executive stakeholder relationships
• Customer advocacy
• Accurate account health reporting and forecasting

Experience and traits we're looking for:

• Extensive experience managing B2B customer relationships and driving customer satisfaction
• Strong commercial acumen and the ability to present formally to senior-level stakeholders with confidence
• Excellent project management and leadership attributes including: customer relationship management, planning, task scheduling, communication management and presentation skills
• Self-motivated individual with a confident and proactive approach. You have a growth mindset, always seeking opportunities to learn and stay updated with industry trends and best practices.
• Detail-oriented with a focus on delivering high-quality results.
• Possess exceptional English verbal and written communication skills with the ability to build rapport with customers, understand their needs, and provide clear guidance and support.
• An understanding of Disguise technology and/or the Entertainment technology industry (preferred, but not required).
• Experience of working in SaaS/Technology/Media/Creative industries would be considered an asset
• Willingness to travel across the US as required

This is the the basic salary range for U.S. based candidates: USD $95-110,000 per year
Compensation for candidates based outside the U.S. will be determined in line with local market benchmarks and internal equity

Our benefits

• We have a suite of globally relevant competitive benefits packages as we want to make sure we retain the best talent out there. Our benefits for every perm hire, globally include:
• Unlimited Paid Time Off - with minimum time you must take set at 20% above statutory
• Hybrid working between home and our offices (dependent on role and location)
• Mental health and wellbeing support - subscription to the Calm app, mental health first-aid buddies, employee assistance programmes
• Gig allowance - £400 (or local equivalent) to spend on tickets every year to immerse yourself in our industries
• Belonging policies - including (but not limited to) support for Parental, Fertility, Miscarriage, Menopause and Transitioning
• Training, coaching & mentoring