Director - Customer Success Manager

Samba TV tracks streaming and broadcast video across the world with our proprietary data and technology. We are on a mission to fundamentally transform the viewing experience for everyone. Our data enables media companies to connect with audiences for new shows and movies, and enables advertisers to engage viewers and measure reach across all their devices. We have an amazing story with a unique perspective on culture formed by a global footprint of data and AI-driven insights.

We are seeking a Director - Customer Success Manager to lead and scale our Enterprise Customer Success function. This is a senior leadership role requiring a proven Customer Success executive who will manage a high-performing team while personally overseeing our largest strategic accounts (multimillion ARR portfolio). You'll drive organizational strategy, build scalable processes, and ensure exceptional outcomes across our most valuable client relationships.

• Lead a team of Senior Customer Success Managers – provide formal management, performance coaching, and career development for high-performing CSM professionals.
• Build and scale the enterprise CS function – define team structure, hiring strategy, and organizational capabilities to support company growth.
• Drive team performance – establish individual and team KPIs, conduct regular 1:1s, performance reviews, and manage talent development initiatives.
• Resource allocation and planning – manage team capacity, account assignments, and strategic resource deployment across the enterprise portfolio.
• Own enterprise territory strategy – manage a multimillion portfolio across your team, with personal oversight of 3-5 $1M+ strategic accounts.
• Executive relationship management – serve as the primary escalation point and strategic advisor for C-level and SVP stakeholders across the enterprise portfolio.
• Cross-functional orchestration – lead complex, multi-quarter engagements involving Product, Engineering, Data, Legal, and Sales teams.
• Strategic account planning – develop and execute multi-year success plans aligned with client business transformation initiatives.
• Define CS strategy and methodology – collaborate with VP of Customer Success to establish enterprise customer success frameworks, playbooks, and best practices.
• Process optimization and scaling – design and implement scalable processes for onboarding, adoption, renewal, and expansion across enterprise accounts.
• Cross-departmental alignment – partner with Sales, Product, and Marketing leadership to ensure seamless customer experience and revenue optimization.
• Data-driven insights – establish reporting frameworks and business intelligence capabilities to drive strategic decision-making.
• Drive expansion strategy – identify and execute systematic approaches to account growth, including whitespace analysis and expansion planning.
• Renewal excellence – oversee complex, high-stakes renewal negotiations and ensure predictable revenue retention.
• Commercial partnership – collaborate closely with Sales leadership on enterprise deals, transitions, and strategic account development.
• Team Performance: Drive team to achieve >120% collective NDR across managed enterprise portfolio.
• Team Development: Achieve <10% voluntary turnover and 90%+ promotion readiness scores for direct reports.
• Process Excellence: Implement scalable processes that improve team efficiency by 25%+ annually.
• Portfolio NDR: Maintain >125% NDR across the $2M+ combined enterprise portfolio.
• Strategic Account Growth: Achieve >$500K net expansion annually from personal strategic accounts.
• Executive Engagement: Conduct bi-annual strategic business reviews with 100% of $1M+ accounts, including C-level participation.
• Renewal Excellence: Maintain >98% gross dollar retention across enterprise portfolio.
• Process Improvement: Deliver 2+ major process improvements annually that enhance customer experience and operational efficiency.
• Strategic Initiatives: Lead 1-2 company-wide initiatives per year that drive customer-centric transformation.

• 7+ years in Customer Success roles with minimum 3+ years managing Customer Success teams, preferably in enterprise B2B SaaS environments.
• Proven track record building and scaling CS organizations – experience growing teams from 3-5 to 10+ CSMs with demonstrated retention and performance outcomes.
• Enterprise account management expertise – personal experience managing $1M+ ARR accounts and leading complex, multi-stakeholder engagements.
• People leadership excellence – demonstrated ability to hire, develop, and retain top CS talent with measurable performance improvements.
• Executive presence and gravitas – comfortable presenting to and influencing C-level executives and boards on strategic initiatives and business outcomes.
• Data analytics and business intelligence expertise – specific emphasis on Data Analytics, Cloud, Collaboration, or Identity solutions with ability to drive technical and business value conversations.
• Commercial sophistication – experience with complex contract negotiations, multi-million dollar renewals, and strategic partnership development.
• Cross-functional leadership – proven ability to influence and coordinate across Product, Engineering, Sales, and Marketing teams without direct authority.
• Deep domain knowledge in DaaS, SaaS, and IaaS business models (TV and Streaming), including data collaboration, identity resolution, and cloud ecosystems.
• Scaling expertise – experience managing concurrent portfolios of 10+ enterprise accounts totaling $2M+ in ARR.
• Process and systems thinking – demonstrated ability to design and implement scalable customer success operations and methodologies.
• Bachelor's degree required; MBA strongly preferred.
• Customer Success or Account Management certifications (Gainsight, Totango, or equivalent) preferred.
• Prior Director/VP experience in Customer Success, Account Management, or related customer-facing functions.
• Industry expertise in adtech/martech, television/media, or data analytics ecosystems.
• Technical background with ability to engage in deep technical conversations with engineering and data science teams.
• Consulting or professional services experience in enterprise technology implementations.

Samba TV is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.  We strive to empower connection with one another, reflect the communities we serve, and tackle meaningful projects that make a real impact.

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