Senior Customer Success Manager

What you'll do

• Executive relationship management – serve as the Samba Client lead and strategic advisor for middle management to VP stakeholders across your book of business of 7+ accounts
• Cross-functional orchestration – lead complex, multi-quarter engagements involving Product, Engineering, Data, Legal, and Sales teams
• Strategic account planning – execute multi-year success plans aligned with client business transformation initiatives for your book of business
• Cross-departmental alignment – partner with Sales, Product, and Marketing leadership to ensure seamless customer experience and revenue optimization
• Data-driven insights – support 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 – lead 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
• Executive Engagement: Conduct bi-annual strategic business reviews with 100% of Tier 1 accounts, including C-level participation
• Renewal Excellence: Maintain >98% gross dollar retention across your portfolio

Requirements

• Minimum 5+ years in Customer Success roles with minimum 2+ years serving as the direct client lead, preferably in enterprise B2B, SaaS, Ad-Tech environments
• Enterprise account management expertise – personal experience managing $1M+ ARR accounts and leading complex, multi-stakeholder engagements
• 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 7+ 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 considered a plus
• Customer Success or Account Management certifications (Gainsight, Totango, or equivalent) preferred
• Prior Senior CSM or above 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

Tech stack

Benefits