[Remote] Strategic Customer Success Manager

Note: The job is a remote job and is open to candidates in USA. 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.ResponsibilitiesBuild and maintain strong relationships with customers, understanding their business needs, goals, and requirements to proactively deliver valueDevelop 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 roadmapsAct 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 KPIsLead the end-to-end renewal strategy by articulating the realized value and ROI delivered throughout the contract termEnsure the customer is utilizing the full breadth of the platform, not just the basic featuresServe as the voice of the customer. Synthesize customer business needs into actionable insights for the Product team to influence the long-term roadmapLeverage 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-makingPartner 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 strategySkillsAbility to understand a customer's business model (Media, Sports Broadcast, Enterprise) and map tech to revenuePassionate about supporting customers and making them successfulExperience navigating complex organizations and managing stakeholders from Product Managers to Leadership StakeholdersSelf-motivated with a proactive approach to anticipating customer needs and identifying areas for improvementUnderstands the market of video (trends, monetization) without necessarily needing to debug a manifest fileA 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 strategySkilled at using analytics to prove valueAbility to guide and 'direct' AI agents to retrieve specific business insights from our customer data platformsExperience with streaming technologies (e.g., HLS, DASH), video player configurations, and APIsAbility 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 planPrevious experience in a SaaS, media, or video technology companyExisting connections in the industryBenefitsExcellent compensation and benefitsFlex Work approach that is truly flexible to support where, when, and how you do your best workPlus bonus, benefits, and some roles may also include equityCompany OverviewDolby creates surround sound, imaging, and voice technologies for cinemas, home theaters, PCs, mobile devices, games, and more. It was founded in 1965, and is headquartered in San Francisco, California, USA, with a workforce of 1001-5000 employees. Its website is http://www.dolby.com.Company H1B SponsorshipDolby Laboratories has a track record of offering H1B sponsorships, with 10 in 2026, 29 in 2025, 19 in 2024, 19 in 2023, 43 in 2022, 55 in 2021, 35 in 2020. Please note that this does not guarantee sponsorship for this specific role.