Director - Customer Success Manager at Samba TV

New York, New York, United States

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Not SpecifiedCompensation

Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

AdTech, Media, AdvertisingIndustries

Requirements

Proven Customer Success executive experience in a senior leadership role
Experience leading and managing a team of Senior Customer Success Managers, including formal management, performance coaching, and career development
Ability to build and scale an enterprise Customer Success function, including defining team structure, hiring strategy, and organizational capabilities
Expertise in driving team performance through KPIs, 1:1s, performance reviews, and talent development
Skills in resource allocation, planning, account assignments, and strategic resource deployment
Experience owning enterprise territory strategy and managing a multimillion ARR portfolio, with personal oversight of 3-5 $1M+ strategic accounts
Strong executive relationship management skills, serving as primary escalation point and strategic advisor for C-level and SVP stakeholders
Proficiency in cross-functional orchestration for complex, multi-quarter engagements involving Product, Engineering, Data, Legal, and Sales teams
Capability to develop and execute multi-year strategic account plans aligned with client business transformation
Knowledge of defining CS strategy, methodologies, frameworks, playbooks, and best practices
Experience in process optimization, scaling for onboarding, adoption, renewal, and expansion
Ability to align cross-departmentally with Sales, Product, and Marketing leadership
Skills in data-driven insights, establishing reporting frameworks, and business intelligence
Expertise in expansion strategy, whitespace analysis, and planning
Proven track record in renewal excellence and high-stakes renewal negotiations
Experience in commercial partnerships with Sales on enterprise deals, transitions, and account development

Responsibilities

Lead a team of Senior Customer Success Managers – provide formal management, performance coaching, and career development
Build and scale the enterprise CS function – define team structure, hiring strategy, and organizational capabilities
Drive team performance – establish KPIs, conduct 1:1s, performance reviews, and manage talent development
Resource allocation and planning – manage team capacity, account assignments, and strategic deployment
Own enterprise territory strategy – manage multimillion portfolio, with personal oversight of 3-5 $1M+ accounts
Executive relationship management – serve as primary escalation point and strategic advisor for C-level/SVP stakeholders
Cross-functional orchestration – lead complex engagements with Product, Engineering, Data, Legal, and Sales
Strategic account planning – develop and execute multi-year success plans
Define CS strategy and methodology – collaborate with VP to establish frameworks, playbooks, and best practices
Process optimization and scaling – design scalable processes for onboarding, adoption, renewal, and expansion
Cross-departmental alignment – partner with Sales, Product, and Marketing for seamless experience and revenue optimization
Data-driven insights – establish reporting frameworks and BI for decision-making
Drive expansion strategy – identify and execute approaches including whitespace analysis
Renewal excellence – oversee negotiations and ensure predictable revenue retention
Commercial partnership – collaborate with Sales on deals, transitions, and account development
Achieve >120% collective NDR across enterprise portfolio
Achieve <10% voluntary turnover and 90%+ promotion readiness for direct reports
Implement scalable processes improving team efficiency by 25%+ annually
Maintain >125% NDR across $2M+ enterprise portfolio
Achieve >$500K net expansion annually from personal strategic accounts
Conduct bi-annual strategic business reviews with 100% of $1M+ accounts, including C-level participation
Maintain >98% gross dollar retention across enterprise portfolio
Deliver 2+ major process improvements annually enhancing customer experience and efficiency
Lead 1-2 strategic initiatives

Skills

Key technologies and capabilities for this role

Customer Success ManagementTeam LeadershipPerformance CoachingStrategic Account ManagementExecutive Relationship ManagementKPI DevelopmentTalent DevelopmentResource AllocationCross-functional CollaborationOrganizational Scaling

Questions & Answers

Common questions about this position

What is the employment type for this Director - Customer Success Manager role?

This is a US full-time salaried position.

Is this role remote or does it require office presence?

This information is not specified in the job description.

What experience is required for this Customer Success leadership role?

A proven Customer Success executive background is required, with experience leading Senior Customer Success Managers, managing multimillion ARR strategic accounts, and driving organizational strategy and scalable processes.

What does the team structure look like for this position?

You will lead a team of Senior Customer Success Managers, define team structure and hiring strategy, manage performance coaching, resource allocation, and talent development.

What makes a strong candidate for this Director role?

Strong candidates have executive-level Customer Success experience managing high-performing teams, multimillion ARR accounts, strategic planning, cross-functional leadership, and driving renewals and expansion.

Samba TV

Audience measurement and analytics for smart TVs

About Samba TV

Samba TV provides audience measurement and insights for the television industry, focusing on the smart TV market. Their technology is integrated into 35 million TVs globally, allowing them to collect and analyze extensive viewership data. This data helps advertisers, broadcasters, and content creators understand viewer behavior and improve their advertising and content strategies. Samba TV's audience measurement system is significantly larger than traditional methods, offering more accurate data. The company operates on a business model where clients pay for access to their data and analytics, ensuring privacy compliance and giving viewers control over their data sharing. The goal of Samba TV is to enhance the television viewing experience through detailed insights and measurement services.

San Francisco, CaliforniaHeadquarters

2008Year Founded

$44.4MTotal Funding

EARLY_VCCompany Stage

Data & Analytics, Consumer SoftwareIndustries

201-500Employees

Benefits

Flexible Work Hours

Remote Work Options

Professional Development Budget

Mental Health Support

Company Equity

Employee Discounts

Risks

Increasing competition from Roku and Amazon challenges Samba TV's market share.

Privacy-focused regulations may increase compliance costs for Samba TV.

Shift towards ad-free streaming services could reduce demand for advertising insights.

Differentiation

Samba TV partners with 20 smart TV brands, embedding technology in 35 million TVs.

Proprietary multi-source panel is 100 times larger than traditional measurement systems.

Offers comprehensive audience measurement and actionable insights for advertisers and content creators.

Upsides

Growing demand for cross-platform measurement solutions boosts Samba TV's market potential.

Acquisition of Semasio enhances capabilities in privacy-compliant contextual targeting.

Partnerships with digital audio platforms expand audience insights across media channels.

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