Strategic Customer Success Manager

Dolby Laboratories

Strategic Customer Success Manager managing relationships and ensuring business outcomes for Dolby's video products. Collaborating with Technical Account Managers and focusing on customer success metrics.

Posted 5/22/2026full-timeAtlanta • 🇺🇸 United StatesMid-LevelSenior💰 $122,300 - $168,300 per yearWebsite

About the role

Key responsibilities & impact

Customer Relationship Management: Build and maintain strong relationships with customers, understanding their business needs, goals, and requirements to proactively deliver value.
Success Planning: 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).
Executive Presence: Conduct high-level Quarterly Business Reviews (QBRs) focusing on data, ROI, and future roadmaps.
TAM Partnership & Orchestration: 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.
Strategic Renewal Leadership: Lead the end-to-end renewal strategy by articulating the realized value and ROI delivered throughout the contract term.
Adoption & Enablement: Ensure the customer is utilizing the full breadth of the platform, not just the basic features.
Feedback Loop & Customer Advocacy: Serve as the voice of the customer. Synthesize customer business needs into actionable insights for the Product team to influence the long-term roadmap.
AI-Driven Insights: 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.
AI Workflow Optimization: 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

What you’ll need

Consultative Approach: Ability to understand a customer’s business model (Media, Sports Broadcast, Enterprise) and map tech to revenue.
Customer Focus: Passionate about supporting customers and making them successful.
Relationship Management: Experience navigating complex organizations and managing stakeholders from Product Managers to Leadership Stakeholders.
Proactivity and Initiative: Self-motivated with a proactive approach to anticipating customer needs and identifying areas for improvement.
Video Industry Literacy: Understands the market of video (trends, monetization) without necessarily needing to debug a manifest file.
AI-Augmented Productivity: 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.

Benefits

Comp & perks

excellent compensation and benefits
Flex Work approach that is truly flexible to support where, when, and how you do your best work

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Success PlanningCustomer Relationship ManagementData AnalysisROI MeasurementAI ToolsHealth-Score MonitoringPlatform MigrationAd IntegrationsVideo TechnologyCustomer KPIs

Soft Skills

Consultative ApproachCustomer FocusRelationship ManagementProactivityInitiativeStrategic ThinkingCommunicationCustomer AdvocacySynthesis of InsightsLeadership