Strategic Customer Success Manager

Dolby Laboratories is a leader in entertainment innovation, dedicated to enhancing audio, video, and real-time communication experiences. They are seeking a Strategic Customer Success Manager to build and nurture strong relationships with strategic customers, ensuring that their video products drive measurable business outcomes and long-term growth.

Responsibilities:

• Build and maintain strong relationships with customers, understanding their business needs, goals, and requirements to proactively deliver value
• Develop and execute strategic 'Success Plans' that align our video technology with the customer’s business KPIs (e.g., churn reduction, viewer engagement, ad revenue)
• Conduct high-level Quarterly Business Reviews (QBRs) focusing on data, ROI, and future roadmaps
• Act as the primary business counterpart to the Technical Account Manager (TAM). You will lead regular account health synchronizations to align the customer's business roadmap with the TAM’s technical stability plan, ensuring that technical milestones (like ad integrations or platform migrations) are directly contributing to the client’s overarching business KPIs
• Lead the end-to-end renewal strategy by articulating the realized value and ROI delivered throughout the contract term
• Ensure the customer is utilizing the full breadth of the platform, not just the basic features
• Serve as the voice of the customer. Synthesize customer business needs into actionable insights for the Product team to influence the long-term roadmap
• Leverage agentic AI tools to automate data collection and health-score monitoring, allowing you to focus on high-level strategic intervention and 'Human-in-the-loop' decision-making
• Partner with our Product/Ops teams to refine AI agents that handle repetitive manual tasks (like meeting summaries, usage reporting, and basic documentation), freeing up your time for deeper customer strategy

Requirements:

• Ability to understand a customer's business model (Media, Sports Broadcast, Enterprise) and map tech to revenue
• Passionate about supporting customers and making them successful
• Experience navigating complex organizations and managing stakeholders from Product Managers to Leadership Stakeholders
• Self-motivated with a proactive approach to anticipating customer needs and identifying areas for improvement
• Understands the market of video (trends, monetization) without necessarily needing to debug a manifest file
• A mindset focused on using AI to enhance personal impact. You are comfortable leveraging AI tools to synthesize large datasets, draft initial executive summaries, and automate routine administrative workflows, allowing you to spend more time on high-level strategy
• Skilled at using analytics to prove value
• Ability to guide and 'direct' AI agents to retrieve specific business insights from our customer data platforms
• Experience with streaming technologies (e.g., HLS, DASH), video player configurations, and APIs
• Ability to speak with customers about ad-revenue KPIs, such as CPM optimization, fill rates, and ad-delivery success as part of a broader business success plan
• Previous experience in a SaaS, media, or video technology company
• Existing connections in the industry