Senior Manager, Customer Success - Rockerbox

DoubleVerify•New York, NY

4h•$106,000 - $201,000

About The Position

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.

Requirements

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
Genuine passion for helping customers succeed and strengthening partnerships

Nice To Haves

Experience with marketing measurement, attribution, or adtech/martech is a plus

Responsibilities

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