• Build and maintain relationships with clients, understanding their needs and serving as primary point of contact for day-to-day operational item, whether they are due to product challenges, gaps or changes withing the industry or local market • Ensure client retention through delivery of exceptional service and support • Assist with challenging client requests or issue escalations as needed, working closely with appropriate teams to mitigate system issues and seek resolution • Uncover the true business needs, pain points, and challenges that clients are facing, and understand the client's organizational landscape • Ensure the timely and successful delivery of solutions according to customer needs and objectives, meeting and exceeding agreed-upon customer satisfaction goals • Partner cross-functionally with product to ensure the continued success of clients and provide insightful feedback from client interactions to leadership • Maintain weekly communication with assigned clients and document health of clients in weekly status reporting and quarterly client reviews • Regularly travel to client sites, conferences, and industry events to represent the company, engage with stakeholders, and ensure the successful execution of projects and business objectives • Lead tailored product demonstrations to show the value of additional HHAeXchange solutions • Remain updated on industry knowledge, risks and opportunities and build expertise in HHAeXchange's products and offerings • Develop trusted advisor relationships with key accounts, customer stakeholders, offering on-site guidance as required • Collaborate with sales team to identify and grow opportunities within market • Address gaps in implementation, services, support and or/client needs • Manage a set of KPIs to drive increased customer satisfaction including support metrics, turnaround times, ticket backlog volumes, etc. • Other duties as assigned by supervisor or HHAeXchange leader • Travel 10-25%, including overnight travel

• Define, configure, and create lead scoring: develop and refine criteria to assign scores to leads based on specific behaviors, content interactions, and other indicators of interest. • Configure and implement systems and tools required for effective lead scoring. • Analyze results and adjust the lead scoring methodology as needed to optimize lead qualification. • Monitor lead import and segmentation: ensure the leads database is up to date and segmented according to defined criteria to optimize marketing strategies. • Monitor the inbound funnel: operate and manage marketing automation tools and supporting tools to track the inbound funnel, ensuring process flow and efficiency. • Work on CRM processes from both technical and business perspectives. • Support campaign planning and execution by gathering and creating briefings with the project team. • Plan CRM communication workflows and campaigns to meet client needs. • Analyze data to optimize results. • Implement customer relationship strategies. • Manage and standardize UTMs to ensure more effective campaign tracking in Google Analytics and Marketing Cloud. • Monitor CRM operations in Google Analytics to ensure proper tagging and tracking for email operations. • Create sales funnels and automation for CRM-driven opportunities. • Integrate marketing automation tools with CRM. • Manage lead handover and feedback between marketing and sales. • Monitor campaign KPIs (open rate, conversion, churn, LTV, NPS, etc.).

• Own a portfolio of strategic accounts and serve as the central point of contact for day-to-day inquiries • Proactively manage customer journeys from onboarding to renewal, ensuring continued alignment with business goals • Establish executive-level relationships with customer stakeholders to understand and influence broader organizational goals • Influence customer lifetime value through increased product adoption, satisfaction and overall health • Deliver regular business reviews to ensure customers are achieving – and recognizing – their intended outcomes • Support revenue retention and growth through customer advocacy and reference-ability • Monitor customer health across usage, relationship quality and adoption metrics to mitigate churn risk and identify growth opportunities • Use tools like Gainsight and Salesforce to manage customer health scores and maintain CRM data integrity • Perform in-depth analysis of account performance metrics and proactively develop mitigation or growth strategies • Lead critical issue resolution across departments for strategic or at-risk accounts • Collaborate cross-functionally with product, sales, onboarding and support teams to relay customer feedback and drive improvements • Own the end-to-end renewal process, including forecasting, negotiation and close • Lead commercial conversations around value realization, upsells, cross-sells and expansion planning • Prepare Quarterly Business Reviews and renewal discussions by consolidating relevant data and insights

Title: Sr. Customer Success Manager, Ad Measurement Location: New York, NY Customer Success Full Time Job Description: DISQO's mission is to build the world's most trusted ad measurement platform that fuels brand growth. The world's largest brands, agencies, and media companies trust DISQO for expert insight and AI-driven intelligence about their advertising performance across all platforms. We capture people's sentiments and journeys, connecting them with the brands they value and the media they consume. With this identity-based approach, brands gain more accurate and authentic insight so they can create more meaningful interactions. Joining DISQO Nation means becoming part of a community that champions speed, innovation, and continuous growth. We invest deeply in our talent, empowering our teams to reach their highest potential. Together, we are shaping the future of work at DISQO-defined by performance, purpose, and impact. We show up each day with curiosity and ambition, committed to learning, accelerating growth, and making a lasting difference. Grounded in our values and principles, we lead and collaborate to elevate performance, accountability, and excellence at every level of the organization. And through it all, we make sure to have fun along the way. The Role: As an Senior Customer Success Manager at DISQO, you'll be at the helm of a dynamic portfolio of clients, steering their journey towards unparalleled success. This role will manage, expand, and renew clients, and may require you to employ a mix of high-energy, high-engagement strategies alongside nuanced, personalized approaches. Your primary goal is not just retention; it's about propelling these clients to new heights, ensuring they're not just satisfied, but thrilled with the value and ROI they're getting from DISQO. This outcome requires a keen focus on stakeholder management, user adoption, expansion, strategic engagement, and consistent confirmation of client success and outcomes. You will collaborate closely with multiple teams including Customer Onboarding, Customer Support, Sales, Services, Marketing and Product, as your role is to ensure client success, mitigate churn risks, and proactively identify expansion opportunities. It's about ensuring not just client satisfaction, but their continuous triumph and evolution with DISQO's offerings. What you will do: - Leverage previous Brand Lift expertise to engage and guide clients on their measurement goals - Collaborate with Client Account Teams to lead quarterly/bi-annual business reviews to highlight realized value and ensure a continued positive customer experience - Independently lead pricing and scoping and manage the end-to-end deal operations in add-on and expansion opportunities. - Proactively manage and engage with clients to secure renewals and negotiate terms for the contracts, also focusing on maximizing their ROI and capturing growth opportunities - Partner with internal Services teams, such as Insights Management and Technical Project Management, to grow accounts and triage issues as they arise - Optimize the customer experience by identifying, reporting, and recommending product improvements - Partner with clients to understand business and contract goals and associated with key performance indicators and proactively build a mutually beneficial customer success plan to ensure the adoption and use of the product and to deliver against those goals - Drive rapid usage and adoption of the product, applicable new features, and leverage ongoing engagement tactics such as sharing and discussing case studies to maximize value realization - Develop "raving fans" within the client base to co-author win stories, case studies, and other partnership tactics with Product Marketing and/or Customer Marketing - Gain an expert understanding of DISQO's CX Platform and associated Product components - Collaborate with the marketing team to develop and iterate on email drip campaigns to drive platform usage, adoption, and stickiness What you bring to the role: - 8+ years of customer-facing experience, including 5+ years of direct commercial responsibility - Brand Measurement expertise, inclusive of Brand Lift Measurement - Successful track record of building, nurturing, and growing mid-size to enterprise clients, including including working directly with Fortune 2000 brands and with Brand through Agency-driven relationships - Strong presentation, problem-solving, and analytical skills - Ability to manage multiple projects under tight deadlines - Ability to anticipate, think strategically, develop, and execute creative solutions for complex customer needs - Excellent written and verbal communication skills - Experience working cross-functionally with other teams Preferred Qualifications: - Previous experience working in with a brand lift and ad measurement solution - Degree in Business, Marketing, Social Sciences, or other relevant fields - Passion for learning new skills and concepts - Proven success working in a fast-paced, dynamic, and evolving environment - Experience working cross-functionally with other teams, specifically Professional Services organizations. - BA/BS degree $130,000 - $140,000 a year Your pay will be determined by your experience, work location, and other applicable factors. #LI-MV1 At DISQO, we pride ourselves on having a positive, performance-oriented workplace that includes a flexible hybrid approach, competitive medical benefits, and an amazing vacation policy. Read more about our culture on Glassdoor. You can learn more about what's happening at DISQO by visiting the DISQO Company Blog. Perks & Benefits: - 100% covered Medical/Dental/Vision for employee, competitive dependent coverage - Stock options - 401K - Generous PTO policy - Team offsites, social events & happy hours - Life Insurance - Health FSA - Commuter FSA (for hybrid employees) - Catered lunch and fully stocked kitchen - Paid Maternity/Paternity leave - Disability Insurance - Travel Assistance Program - 24/7 Counseling Services offered to Employees Note: The benefits noted above are for full time US based employees only. DISQO is an equal opportunity employer. Discovery, innovation, and growth are possible when we open ourselves to new possibilities, perspectives, and approaches. That's why, at DISQO, we welcome, support, and empower individuals from diverse backgrounds. Exceptional teams are rooted in extraordinary people, each with a unique story and a compelling set of skills. DISQO does not discriminate against employees based on race, color, religion, sex, national origin, gender identity or expression, age, disability, pregnancy (including childbirth, breastfeeding, or related medical condition), genetic information, protected military or veteran status, sexual orientation, or any other characteristic protected by applicable federal, state or local laws. - Recruiting firms that submit resumes to DISQO without first entering into a written contract will not be entitled to any compensation on candidates referred by that firm. We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. 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