Senior Customer Success Manager – Rockerbox
About The Position
DV Rockerbox is seeking a Senior Customer Success Manager to own our more complex, high-value enterprise client relationships and ensure these customers achieve measurable success with our platform. You will partner directly with senior marketing leaders across multi-stakeholder organizations, guiding them from onboarding through adoption, growth, and renewal. This is a highly visible, client-facing role that requires strong executive presence and the ability to navigate ambiguity across large, complex accounts. Sr. CSMs at DV Rockerbox operate at the intersection of strategy, analytics, and execution, and are expected to bring seasoned judgment to the highest-complexity engagements on the team. You'll help customers leverage our unified measurement platform to reach goals ranging from strategic budgeting to channel optimization, while keeping adoption and outcomes at the center of every engagement. You'll also help raise the bar for the broader CSM team.
Requirements
- 5+ years in customer success, account management, or other client-facing roles in SaaS, ad tech, or martech, including direct experience managing enterprise or strategic accounts.
- Proven track record managing complex, multi-stakeholder accounts, including building and maintaining seniority level relationships.
- Strong analytical comfort with the ability to help customers apply Rockerbox to their business goals.
- Excellent communicator with executive presence; skilled at building trust and managing sensitive or high-stakes client conversations.
- Proven ability to manage escalations and shifting priorities with professionalism and a solutions-oriented mindset.
- Organized and disciplined in managing multiple high-complexity accounts, using prioritization and time management to keep momentum.
- Comfortable with ambiguity, adaptable to evolving customer needs, and proactive in driving clarity and next steps.
Nice To Haves
- Experience in digital marketing, analytics, or campaign management.
- Familiarity with multiple marketing channels and measurement approaches.
- Exposure to marketing budgets, attribution, or performance reporting tools.
Responsibilities
- Own end-to-end client relationships for a portfolio of complex, multi-stakeholder enterprise accounts, leading onboarding sessions, platform walkthroughs, status calls, and executive-level conversations.
- Build and maintain stakeholder maps across client organizations, ensuring executive sponsorship and continuity of relationships across all layers of the account.
- Drive product adoption by connecting platform capabilities to customer goals and embedding Rockerbox into day-to-day decision making, including for accounts with custom or non-standard measurement configurations.
- Guide customers through challenges and escalations with a solutions-oriented approach, preserving trust while aligning on next steps
- Manage competing priorities and workloads across multiple high-complexity accounts, applying structure, time-boxing, and focus to keep momentum.
- Provide structured product feedback and partner with Product, Engineering, and Support to improve customer outcomes, particularly for enterprise-specific configuration and workflow needs.
- Identify expansion opportunities, demonstrating the value of Rockerbox across client organizations and building the business case for growth.
Benefits
- bonus/commission (as applicable)
- equity
- benefits
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
