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Customer Success Manager

Job ID 10114678 Location New York, New York, United States Business Disney Entertainment Date posted Feb. 28, 2025
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Job Summary:

A part of Disney’s powerful suite of advanced advertising solutions, Disney Campaign Manager is Disney's owned and operated Self-Service platform, enabling brands and agencies of all sizes to plan, activate, and track campaigns in a matter of minutes.  Advertisers & Agencies alike, have access to a self and managed service solution that gives them the choice and control to tell their story in Disney’s premium streaming TV environment. As a part of the Ad Sales, Marketing & Partnerships team, the Disney Campaign Manager Customer Success team works with various cross-functional groups to provide our clients with the platform education and support they need to run successful campaigns and grow their businesses on Disney’s premium content offering.

Job Summary:

We are seeking a Customer Success Manager who will build a positive experience for clients, bring an entrepreneurial spirit, grow revenue, and ensure client happiness & retention.  You will play a critical role in building strong relationships with our agency and direct brand clients, as well as internal sales teams, utilizing deep knowledge of the product being sold, and technical expertise to drive and increase adoption and utilization of company products. Your goals are to ensure client satisfaction, drive product adoption, upsell and cross sell, and ensure retention, and identify areas of improvement for the platform – escalating issues and identifying growth opportunities in a one-to-many fashion. In this role, you'll work closely with ad sales, operations, product, and marketing to ensure our clients & internal stakeholders are successful leveraging Disney Campaign Manager.  If you are someone who has excellent critical thinking and problem-solving skills, strong interpersonal skills, and you're a self-starter who will seek and advocate for clients, then this is a great role for you.

Responsibilities and Duties of the Role:

CUSTOMER FOCUSED:

  • Educate customers on product features, functionality, and best practices to maximize platform adoption & promote retention.  Leverage expertise in the product, CTV landscape, and client objectives to drive upsell and retention opportunities.

  • Identify areas of opportunity with top clients, becoming their trusted advisor and advocate, understanding clients’ unique business requirements, challenges, and objectives to support & advocate for their success

  • Address customer inquiries, issues, and concerns promptly and effectively, collaborating with internal teams (e.g., Ad Operations, Product), to provide timely resolutions

  • Engage with clients on a one-to-many format, identifying opportunities to grow adoption & revenue, including hosting webinars, creating resources, and partnering with marketing for client outreach.

CONTRIBUTIONS TO THE WIDER AUTOMATION BUSINESS:

  • Identify and implement strategies to optimize self-service operations and scale revenue with a one-to-many strategy.

  • Develop new workflows, documentation, presentations, and sales tools to support adoption of the self-service platform within the ad sales organization.

PRODUCT CONTRIBUTIONS:

  • Collect and relay customer feedback to internal teams, contributing insights that shape product enhancements and roadmap decisions.

  • Partner with cross-functional teams including sales, marketing, and product to align strategies and enhance the customer experience.

Required Education, Experience/Skills/Training:

WHAT TO BRING

  • 3+ years’ experience in Customer Success, Account Management and/or Client Services, with a track record of developing new accounts

  • Stellar presentation, communication skills, both written and verbal

  • Product and technical aptitude with demonstrated experience translating customer needs into platform features & solutions

  • Excellent interpersonal skill with ability to build authentic relationships – both client facing and internal - and deal effectively with relational challenges as they arise

  • Self-motivated & organized; can multitask & prioritize

  • A strong interest in providing solutions for marketers and growing small businesses

  • Cross group collaboration skills and an ability to thrive in start-up like environment with minimal guidance, with a “get things done” attitude.

NICE-TO-HAVES

  • Experience with API integrations, Ad Tech tools or other scaled advertising approaches

  • SaaS experience

#DisneyAdvertising


The hiring range for this position in New York, NY is $98,700.00 to $120,500.00 per year. The base pay actually offered will take into account internal equity and also may vary depending on the candidate’s geographic region, job-related knowledge, skills, and experience among other factors. A bonus and/or long-term incentive units may be provided as part of the compensation package, in addition to the full range of medical, financial, and/or other benefits, dependent on the level and position offered.

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About Disney Entertainment:

At Disney Corporate you can see how the businesses behind the Company’s powerful brands come together to create the most innovative, far-reaching and admired entertainment company in the world. As a member of a corporate team, you’ll work with world-class leaders driving the strategies that keep The Walt Disney Company at the leading edge of entertainment. See and be seen by other innovative thinkers as you enable the greatest storytellers in the world to create memories for millions of families around the globe.

About The Walt Disney Company:

The Walt Disney Company, together with its subsidiaries and affiliates, is a leading diversified international family entertainment and media enterprise that includes three core business segments: Disney Entertainment, ESPN, and Disney Experiences. From humble beginnings as a cartoon studio in the 1920s to its preeminent name in the entertainment industry today, Disney proudly continues its legacy of creating world-class stories and experiences for every member of the family. Disney’s stories, characters and experiences reach consumers and guests from every corner of the globe. With operations in more than 40 countries, our employees and cast members work together to create entertainment experiences that are both universally and locally cherished.

This position is with Disney Advertising Sales, LLC, which is part of a business we call Disney Entertainment.

Disney Advertising Sales, LLC is an equal opportunity employer. Applicants will receive consideration for employment without regard to race, religion, color, sex, sexual orientation, gender, gender identity, gender expression, national origin, ancestry, age, marital status, military or veteran status, medical condition, genetic information or disability, or any other basis prohibited by federal, state or local law. Disney champions a business environment where ideas and decisions from all people help us grow, innovate, create the best stories and be relevant in a constantly evolving world.

DISABILITY ACCOMMODATION FOR EMPLOYMENT APPLICATIONS

The Walt Disney Company and its Affiliated Companies are Equal Employment Opportunity employers and welcome all job seekers including individuals with disabilities and veterans with disabilities. If you have a disability and believe you need a reasonable accommodation in order to search for a job opening or apply for a position, visit the Disney candidate disability accommodations FAQs. We will only respond to those requests that are related to the accessibility of the online application system due to a disability.

Having technical issues? View the FAQs for help.

Hiring Process

  • Where Does Your Story Begin?

    Explore Disney Careers and the Life at Disney blog to learn about all the amazing opportunities waiting to be discovered at The Walt Disney Company.

  • Be Part of the Story

    There are many different brands and businesses to explore. Once you've found the opportunity that is right for you, take the next step by completing your application.

  • The Next Chapter

    Once you've applied, you will receive an email allowing you to access your candidate dashboard. Create your login and make sure to check your dashboard often to see your application progress.

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