Samba TV · 7 hours ago
Director - Customer Success Manager
New York, NY
Full-time
Onsite
Director/Executive
$150K/yr - $160K/yr
7+ years expSamba TV is a company that tracks streaming and broadcast video globally through proprietary data and technology. They are seeking a Director - Customer Success Manager to lead and scale their Enterprise Customer Success function, managing a high-performing team while overseeing their largest strategic accounts.
AdvertisingAppsDigital MediaVideo
Responsibilities
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
Qualification
Required
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
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
Benefits
Bonuses
Short-term incentives
Long-term incentives
Health insurance
Wellness offerings
Life and disability insurance
A retirement savings plan
Paid holidays
Paid time off (PTO)
Other employee benefits
Company
Samba TV
Samba TV enables the next-generation TV experience powered by its first-party data and helps viewers engage with relevant media.
201-500 employees
H1B Sponsorship
Samba TV has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (2)
2024 (3)
2023 (3)
2022 (6)
Funding
Current Stage
Growth StageTotal Funding
$75.66MKey Investors
Horizon Technology FinanceLiberty Global VenturesAugust Capital
2025-12-08Debt Financing· $30M
2021-02-20Series C
2020-11-19Convertible Note
Leadership Team
Ashwin Navin
Co-Founder, CEO
David Harrison
CTO Emeritus
Recent News
vcnewsdaily.com
2025-12-09
TV Technology
2025-12-09
2025-12-09
Company data provided by crunchbase