Director, Customer Success

At Samba TV, we are on a mission to fundamentally change television viewing for everyone. We are doing this by leveraging our data to enable advertisers to engage and measure TV viewers across all their devices. We have an amazing story with a unique perspective formed by innovative technology.

The Director, Customer Success will be responsible for developing and executing the strategic vision for our Customer Success department. This role requires a blend of strategic leadership, industry expertise, and operational excellence. The ideal candidate will be a thought leader with a proven track record of building and mentoring high-performing teams, driving customer satisfaction, and fostering long-term customer relationships.

This role will be based in Samba TV’s NYC office and report to the Vice President, Global Client Success & Strategy.

• Technical Troubleshooting Skills: Quickly diagnose and resolve technical issues, in partnership with the Solutions Architect, Product, and Engineering teams, minimizing downtime for customers.
• Familiarity with Customer Tech Stacks: Utilize knowledge of media measurement tools, APIs, clean rooms/data warehouses, ETLs (Extract, Transform, Load), and cloud services like AWS, Azure, and Google Cloud.

• Strategic Vision: Develop and implement a strategic vision for the Customer Success department, in partnership with the VP, Global Client Success & Strategy, aligning it with the company’s overall goals and objectives.
• Leadership: Inspire and lead the Customer Success team, fostering a culture of excellence, collaboration, and continuous improvement.
• Cross-Functional Alignment: Collaborate with Sales, Business Development, Product, Marketing, and Engineering to integrate customer success initiatives into the company strategy.

• Industry Trends: Stay updated on industry trends, competitive landscape, and emerging technologies in media, measurement, and data services.
• Thought Leadership: Represent Samba TV at industry events, and contribute to thought leadership content.

• Team Development: Recruit, train, and mentor a high-performing Customer Success team.
• Performance Management: Set and review performance goals and KPIs, including upsell and cross-sell targets, providing feedback and coaching.
• Resource Allocation: Efficiently allocate resources to meet customer needs effectively.

• Executive Sponsorship: Build and maintain strong relationships with key customer executives through in-person relationship building and strategic conversations.
• Customer Feedback: Gather and analyze customer feedback to inform product development.
• Escalation Management: Oversee swift resolution of major customer issues.

• Process Improvement: Develop and refine processes, tools, and systems for the Customer Success team.
• Metrics and Reporting: Establish metrics and reporting mechanisms to track customer success, team performance, and upsell/cross-sell outcomes.
• Scalability: Implement scalable processes to support growth and ensure consistent service quality.

• Data Utilization: Leverage data analytics to inform strategic decisions and understand customer behavior.
• Revenue Focused: Align activities with measurable business outcomes such as customer retention, expansion, and satisfaction. Identify upselling and cross-selling opportunities to drive revenue growth from the current client portfolio.

• Innovation Leadership: Foster a culture of innovation within the team, encouraging new ideas to improve customer success.
• Change Management: Lead change initiatives within the Customer Success team and across the organization.

• Internal Collaboration: Facilitate communication between Customer Success and other departments to ensure a unified approach to customer satisfaction.
• Stakeholder Communication: Clearly communicate the vision, strategy, and performance of the Customer Success function to internal and external stakeholders.

• Experience: Minimum of 8-10 years in Customer Success, Account Management, or a related field, with at least 3-5 years in a leadership role.
• Industry Knowledge: Expertise in media measurement and data services having worked at other AdTech, Measurement, and MarTech companies.
• Leadership Skills: Proven track record of building and leading high-performing teams.
• Communication Skills: Exceptional communication and interpersonal skills.
• Analytical Skills: Proficiency in data analysis and performance metrics.
• Revenue Focused: Experience renewing, upselling, cross-selling into current clients.
• Education: Bachelor’s degree in Business, Marketing, or a related field; MBA or equivalent advanced degree preferred.

• Visionary Thinking: Ability to think strategically and envision the future of the Customer Success function.
• Resilience and Adaptability: Strong ability to navigate and lead through changing market conditions.
• Empathy and Emotional Intelligence: High level of empathy and emotional intelligence to understand and respond to the needs of customers and team members.

Req ID 1150

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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