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About the Role

The Customer Success Manager will manage relationships with key accounts in the US, ensuring their success and satisfaction with Disguise products and services. This role collaborates cross-functionally to ensure customer needs are met and drives long-term strategic customer success, adoption, and advocacy across key US accounts.

Responsibilities

• Collaborate and lead cross-functional teams for seamless onboarding, implementation, and ongoing support for key US accounts.
• Serve as the primary point of contact and advocate for key accounts, building strong relationships and understanding their needs.
• Prepare annual account plans and regular account reviews (e.g., Quarterly Business Reviews).
• Act as a customer advocate, gathering feedback and communicating it to relevant teams.
• Maintain organized documentation of customer interactions, strategies, challenges, and opportunities.
• Monitor customer-specific project timelines, deliverables, and budgets in collaboration with the Project Management team.
• Maintain clear communication with accounts, providing updates, addressing concerns, and managing expectations.
• Effectively manage multiple accounts simultaneously, ensuring necessary attention and resources.
• Provide clear reporting to the Head of Customer Success, VP of Customer Excellence, and C-Team.
• Make decisions within given tolerance to ensure account success.

Requirements

• Extensive experience managing B2B customer relationships and driving customer satisfaction.
• Strong commercial acumen and confidence in presenting to senior-level stakeholders.
• Excellent project management and leadership attributes including customer relationship management, planning, task scheduling, communication management, and presentation skills.
• Self-motivated with a confident and proactive approach, possessing a growth mindset.
• Detail-oriented with a focus on delivering high-quality results.
• Exceptional English verbal and written communication skills.
• Willingness to travel across the US as required.

Skills

• Customer relationship management
• Planning
• Task scheduling
• Communication management
• Presentation skills
• Understanding of Disguise technology (preferred)
• Understanding of the Entertainment technology industry (preferred)
• Experience in SaaS/Technology/Media/Creative industries (asset)

Location

• NYC

Work Type

• Hybrid

Experience Level

• Individual Contributor

Salary/Compensations

• USD $95-110,000 per year (for U.S. based candidates)

Benefits

• Unlimited Paid Time Off (with a minimum of 20% above statutory)
• Hybrid working between home and offices
• Mental health and wellbeing support (Calm app subscription, mental health first-aid buddies, employee assistance programmes)
• Gig allowance (£400 or local equivalent) for industry events
• Belonging policies (support for Parental, Fertility, Miscarriage, Menopause and Transitioning)
• Training, coaching & mentoring

About the Company

• Disguise is the industry-leading platform for visual experiences, offering an integrated system of software, hardware, and services for real-time spectacle.
• Partners with major entertainment brands for live music, broadcasts, immersive experiences, installations, theatre, film, TV production, corporate communications, and product launches.
• Works with clients such as Disney, Snapchat, Netflix, ESPN, Burj Khalifa, and Adele.
• Values: Honest, Evolutionary, Fearless, Resilience, Belong.

Equal Opportunity

• Innovation comes from everyone. We strive to create a workplace that reflects our diverse audience. We celebrate our people for their full authentic selves, and embrace uniqueness. Inclusion and Equity matter at Disguise. We create together and we create everywhere.