Who we are

DoubleVerify is a leading software platform for digital media measurement, data & analytics. DVs mission is to be the definitive source of transparency & data-driven insights into the quality & effectiveness of digital advertising for the worlds largest brands, publishers & digital ad platforms. DVs technology platform provides advertisers with consistent & unbiased data & analytics that can be used to optimize the quality & 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 & will ensure that every customer interaction is strategic, consistent, & driving measurable value. This leader will be deeply involved in the work, coaching how we show up in customer conversations, guiding escalation responses, & strengthening accountability around process, documentation, & 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, & embrace change as we scale. You will help build the CS systems & 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. 

What You'll Be Doing

Lead & Coach the CSM Team

• Manage & develop a team of CSMs, owning team meetings, 1-1 meetings, & account reviews  
• Provide hands-on coaching by joining calls, listening to recordings, & offering real-time feedback
• Ensure excellence in call hygiene, follow-ups, documentation, & proactive customer engagement
• Serve as a first-line resource for questions & customer escalations to keep work moving quickly

Drive Customer Value & Strategic Engagement

• Ensure CSMs enable customers to extract repeated & measurable value from Rockerbox
• Guide the team in unlocking new use cases, creative applications, & product expansion opportunities
• Raise excitement & advocacy by keeping customers informed, inspired, & engaged

Build & Maintain Operational Excellence

•  Establish strong operating rhythms including Moments of Impact tracking, ROI storytelling checkpoints, success plan reviews, call reviews, & forecasting inputs
• Ensure Vitally & Salesforce usage is accurate, consistent, & actionable
• Improve playbooks, lifecycle handoffs, & team processes to scale high-quality execution
• Use data to identify trends, performance needs, & workflow improvements

Strengthen Cross-Functional Customer Experience

• Collaborate closely with Implementation & Support to maintain seamless customer transitions across the lifecycle
• Coach CSMs to identify when customer asks require deeper analytical support & 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, & customer-first thinking

Who You Are

• 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, & accountability
• Ability to thrive in a fast-paced environment with shifting priorities & evolving processes
• Strong communication skills & confidence in executive-facing interactions
• Experience with Vitally & Salesforce or similar tools preferred
• Experience with marketing measurement, attribution, or adtech/martech is a plus
• Genuine passion for helping customers succeed & strengthening partnerships

The successful candidates starting salary will be determined based on a number of non-discriminating factors, including qualifications for the role, level, skills, experience, location, & balancing internal equity relative to peers at DV. The estimated salary range for this role based on the qualifications set forth in the job description is between $106,000 - $201,000. This role will also be eligible for bonus/commission (as applicable), equity, & benefits. The range above is for the expectations as laid out in the job description; however, we are often open to a wide variety of profiles, & recognize that the person we hire may be more or less experienced than this job description as posted.

Not-so-fun fact: Research shows that while men apply to jobs when they meet an average of 60% of job criteria, women & other marginalized groups tend to only apply when they check every box. So if you think you have what it takes but youre not sure that you check every box, apply anyway!