Senior Customer Success Manager

Samba is a media intelligence company. We know what the world is watching, reading, and thinking about — in real time, at scale, across every screen. Our data exists with the consent of over a billion people, organized into the most complete picture of consumer attention ever built. The biggest brands in the world use that picture to make smarter decisions. We think it’s the most interesting data asset on the planet, because it’s the most culturally relevant.

We are looking for a Senior Enterprise Customer Success Manager to own and deepen client relationships within Samba TV’s Enterprise team, serving as the primary point of contact for a group of our most strategic accounts. The ideal candidate brings proven experience managing Enterprise DaaS, SaaS, or similar background, with a bias toward action and a track record of driving measurable value for customers. In this role, you will be responsible for account retention, revenue growth, and delivering a level of service that expands and strengthens long-term client partnerships. You will work cross-functionally with Sales, Solutions Engineering, Product, and Data Science teams to advocate for client needs and influence internal initiatives that improve the customer experience. Strong communication skills are essential — particularly the ability to translate complex data and measurement concepts for both technical and non-technical stakeholders across advertising technology platforms. This is a high-impact opportunity for a strategic, operationally excellent client lead who can balance individual account goals while supporting the broader vision for a best-in-class Enterprise Customer Success practice.​​​​​​​​​​​​​​​​

Responsibilities:
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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.

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Cross-functional orchestration – lead complex, multi-quarter engagements involving Product, Engineering, Data, Legal, and Sales teams.

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Strategic account planning – execute multi-year success plans aligned with client business transformation initiatives for your book of business.

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Cross-departmental alignment – partner with Sales, Product, and Marketing leadership to ensure seamless customer experience and revenue optimization.

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Data-driven insights – support reporting frameworks and business intelligence capabilities to drive strategic decision-making.

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Drive expansion strategy – identify and execute systematic approaches to account growth, including whitespace analysis and expansion planning.

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Renewal excellence – lead complex, high-stakes renewal negotiations and ensure predictable revenue retention.

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Commercial partnership – collaborate closely with Sales leadership on enterprise deals, transitions, and strategic account development.

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Executive Engagement: Conduct bi-annual strategic business reviews with 100% of Tier 1 accounts, including C-level participation.

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Renewal Excellence: Maintain >98% gross dollar retention across Your portfolio.

Requirements:
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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.

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Enterprise account management expertise – personal experience managing $1M+ ARR accounts and leading complex, multi-stakeholder engagements.

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Executive presence and gravitas – comfortable presenting to and influencing C-level executives and boards on strategic initiatives and business outcomes.

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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.

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Commercial sophistication – experience with complex contract negotiations, multi-million dollar renewals, and strategic partnership development.

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Cross-functional leadership – proven ability to influence and coordinate across Product, Engineering, Sales, and Marketing teams without direct authority.

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Deep domain knowledge in DaaS, SaaS, and IaaS business models (TV and Streaming), including data collaboration, identity resolution, and cloud ecosystems.

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Scaling expertise – experience managing concurrent portfolios of 7+ enterprise accounts totaling $2M+ in ARR.

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Process and systems thinking – demonstrated ability to design and implement scalable customer success operations and methodologies.

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Bachelor's degree required; MBA considered a plus.

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Customer Success or Account Management certifications (Gainsight, Totango, or equivalent) preferred.

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Prior Senior CSM or above experience in Customer Success, Account Management, or related customer-facing functions.

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Industry expertise in adtech/martech, television/media, or data analytics ecosystems.

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Technical background with ability to engage in deep technical conversations with engineering and data science teams.

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Consulting or professional services experience in enterprise technology implementations.

Samba 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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