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Senior Manager, Customer Success - Rockerbox

NYC Global HQ

Who we are

DoubleVerify is a leading software platform for digital media measurement, data and analytics. DV’s mission is to be the definitive source of transparency and data-driven insights into the quality and effectiveness of digital advertising for the world’s largest brands, publishers and digital ad platforms. DV’s technology platform provides advertisers with consistent and unbiased data and analytics that can be used to optimize the quality and return on their digital ad investments. Since 2008, DV has helped hundreds of Fortune 500 companies gain the most from their media spend by delivering best in class solutions across the digital advertising ecosystem, helping to build a better industry. Learn more at www.doubleverify.com.

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 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.

This role will report directly to the Sr Director of Revenue at Rockerbox. 

What You'll Be Doing

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

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

The successful candidate’s starting salary will be determined based on a number of non-discriminating factors, including qualifications for the role, level, skills, experience, location, and balancing internal equity relative to peers at DV. The estimated salary range for this role based on the qualifications set forth in the job description is between $106,000 - $201,000. This role will also be eligible for bonus/commission (as applicable), equity, and benefits. The range above is for the expectations as laid out in the job description; however, we are often open to a wide variety of profiles, and recognize that the person we hire may be more or less experienced than this job description as posted.

Not-so-fun fact: Research shows that while men apply to jobs when they meet an average of 60% of job criteria, women and other marginalized groups tend to only apply when they check every box. So if you think you have what it takes but you’re not sure that you check every box, apply anyway!

 

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