Customer Success Manager

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.

What you’ll do

DoubleVerify is looking for a Customer Success Manager to join our growing team based in Los Angeles. The Customer Success Manager plays an integral role in testing and onboarding new strategic DV clients, establishing KPIs, overseeing the campaign setup process and launch, educating end users on the DV product suite and analytics, establishing best practices, and offering ongoing support during the first 3-6 months of the client relationship.

The Customer Success Manager will work closely and collaboratively with Sales, Account Management, Implementation, Marketing Analytics, and Product Management teams to deliver world class customer service and solutions to clients.  This person will strategically assess client product needs and will be responsible for educating customers on how the DV product suite can best be leveraged to meet brand-specific business goals and objectives.

From the start of the customer relationship, the Customer Success Manager will build an account profile and playbook for each new client or prospect to ensure ongoing success with their long-term Account Manager. 

• Responsible for training and onboarding new strategic, often multi-market, customers in the first 3-6 months of the relationship
• Responsible for overseeing the entire campaign launch and management process for strategic test opportunities
• Provide strategic and tactical client service and recommendations to a complex, high-touch customer base
• Participate in, and often lead client meetings to understand strategic media goals and business objectives to effectively develop a customized strategy playbook for client success during onboarding and beyond
• Understand and effectively communicate DV’s value proposition, products and technology, and partnerships as relates to growth of prospective and new client accounts
• Collaborate with and direct local DV teams around the globe to ensure global quality and consistency for multi-market launches, including satisfactory resolution of all support requests and troubleshooting
• Analyze and share key insights to inform client optimization decisions and strategy
• Develop and maintain strong, active relationships with clients at both senior and mid-management levels
• Finesse relationships across the entire ecosystem, including Advertisers, Agencies, Networks, Publishers, and 3rd Party Technology partners
• Create, manage and/or participate in ongoing process improvement initiatives
• Close the feedback loop internally by providing customer insights on ways DV may improve products and services
• Other responsibilities may be required such as attending offsite meetings, conferences or industry events, etc. as necessary
• Special projects as identified by management

Who you are

• Bachelor’s Degree from an accredited institution or equivalent work experience
• 4+ years overall work experience in the digital media/marketing and/or ad tech space
• 2+ years of experience in a client-facing/client support capacity
• Experience in training and educating clients on technology products and/or platform solutions, with an ability to break down and translate complex concepts to varying levels and audiences
• Direct experience working at one or more of the following: advertising agency, publisher, ad network and/or demand side platform
• Excel and PowerPoint pro - you can do VLOOKUP in your sleep, are a pivot whiz, and can't get enough of shortcuts
• Ability to interact and communicate effectively with all levels of management including senior executive level
• Experience managing online media products and technologies such as experience with ad verification, trafficking, campaign management, and/or ad serving
• Proven ability to handle multiple deliverables with sometimes tight deadlines, manage competing priorities and consistently perform at a high level
• Outstanding written and verbal communication skills, capa