Customer Success Manager

Job Posting Title:

Customer Success Manager

Req ID:

10123360

Job Description:

A part of Disney’s powerful suite of advanced advertising solutions, Disney Campaign Manager is Disney's owned and operated Self-Service platform, enabling brands and agencies of all sizes to plan, activate, and track campaigns in a matter of minutes.  Advertisers & Agencies alike have access to a self-managed service solution that gives them the choice and control to tell their story in Disney’s premium streaming TV environment. As a part of the Ad Sales, Marketing & Partnerships team, the Disney Campaign Manager Customer Success team works with various cross-functional groups to provide our clients with the platform education and support they need to run successful campaigns and grow their businesses on Disney’s premium content offering.

We are seeking a Customer Success Manager who will build a positive experience for clients, bring an entrepreneurial spirit, grow revenue, and ensure client happiness & retention.  You will play a critical role in building strong relationships with our agency and direct brand clients, as well as internal sales teams, utilizing deep knowledge of the product being sold and technical expertise to drive and increase the adoption and utilization of company products. Your goals are to ensure client satisfaction, drive product adoption, upsell and cross-sell, ensure retention, and identify areas of improvement for the platform, escalating issues, and identifying growth opportunities in a one-to-many fashion. In this role, you'll work closely with ad sales, operations, product, and marketing to ensure our clients & internal stakeholders are successful leveraging Disney Campaign Manager.  If you are someone who has excellent critical thinking and problem-solving skills, strong interpersonal skills, and you're a self-starter who will seek and advocate for clients, then this is a great role for you.

Responsibilities and Duties of the Role:

CUSTOMER FOCUSED:

• Educate customers on product features, functionality, and best practices to maximize platform adoption & promote retention.  Leverage expertise in the product, CTV landscape, and client objectives to drive upsell and retention opportunities.

• Identify areas of opportunity with top clients, becoming their trusted advisor and advocate, understanding clients’ unique business requirements, challenges, and objectives to support & advocate for their success

• Address customer inquiries, issues, and concerns promptly and effectively, collaborating with internal teams (e.g., Ad Operations, Product), to provide timely resolutions

• Engage with clients in a one-to-many format, identifying opportunities to grow adoption & revenue, including hosting webinars, creating resources, and partnering with marketing for client outreach.

CONTRIBUTIONS TO THE WIDER AUTOMATION BUSINESS:

• Identify and implement strategies to optimize self-service operations and scale revenue with a one-to-many strategy.

• Develop new workflows, documentation, presentations, and sales tools to support the adoption of the self-service platform within the ad sales organization.

PRODUCT CONTRIBUTIONS:

• Collect and relay customer feedback to internal teams, contributing insights that shape product enhancements and roadmap decisions.

• Partner with cross-functional teams, including sales, marketing, and product, to align strategies and enhance the customer experience.

Required Qualifications & Skills 

• Minimum of 3 years of experience in Customer Success, Account Management, and/or Client Services, with a track record of developing new accounts

• Stellar presentation, communication skills, both written and verbal

• Product and technical aptitude with demonstrated experience translating customer needs into platform features & solutions

• Excellent interpersonal skills with the ability to build authentic relationships – both client-facing and internal - and deal effectively with relational challenges as they arise

• Self-motivated & organized; can multitask & prioritize

• A strong interest in providing solutions for marketers and growing small businesses

• Cross-group collaboration skills and an ability to thrive in a start-up-like environment with minimal guidance, with a “get things done” attitude.

Preferred Qualifications 

• Experience with API