Director, Customer Success

 

Join the leader in entertainment innovation and help us design the future. At Dolby, science meets art, and high tech means more than computer code. As a member of the Dolby team, you’ll see and hear the results of your work everywhere, from movie theaters to smartphones. We continue to revolutionize how people create, deliver, and enjoy entertainment worldwide. To do that, we need the absolute best talent. We’re big enough to give you all the resources you need, and small enough so you can make a real difference and earn recognition for your work. We offer a collegial culture, challenging projects, and excellent compensation and benefits, not to mention a Flex Work approach that is truly flexible to support where, when, and how you do your best work.

 

The Dolby Cloud Solutions organization builds technologies and innovations that easily integrate into service providers’ infrastructure to make content experiences more effective, meaningful, and engaging for consumers.

 

As the Director of Customer Success for Dolby Cloud Solutions, you will play a pivotal role in ensuring our customers achieve their desired outcomes while using our products and services. Reporting directly to the SVP of the Dolby Cloud Solutions business unit, you will lead a team dedicated to building strong relationships with our customers as the key technical contact point between them and Dolby. You will identify upsell and cross-sell opportunities, ensuring our customers' success and satisfaction. Additionally, the customer success team will serve as trusted technical advisors, provide proactive and reactive support, understand both the technical and business needs of our customers and champion their needs internally.

 

 

Key Responsibilities:

 

 

• Oversee the onboarding process for new customers, ensuring a smooth and successful transition. This includes managing both fast-track customers who are adopting off-the-shelf solutions and more technical, complex customers who require engineering to build new capabilities. You will shepherd the overall process for all types of customers.
• Provide ongoing support to customers, addressing any issues or concerns they may have. Lead proactive service and event operations, ensuring readiness and stability during customer-critical moments.
• Conduct quarterly reviews with customers to assess their satisfaction and identify areas for improvement. Maximize product usage and adoption to drive customer satisfaction, account growth, and churn reduction; ensure customers realize the full value of the platform through engagement strategies, enablement, and insights.
• Understand the needs and usage of each customer to identify opportunities to maximize customer value and revenue through expansion and adoption of additional services.
• Build and maintain strong, trusting relationships with customers, serving as their advocate within the company. Serve as the voice of the customer internally—advocate for feature requests, UX improvements, and support needs.
• Act as a bridge between customer needs and our product and engineering teams, ensuring customer feedback is incorporated into product development.
• Own net revenue retention (NRR) and gross revenue retention (GRR) metrics. Proactively manage renewals in collaboration with Sales Executive.
• Monitor and act on churn signals (low usage, support tickets, negative feedback, etc.)
• Lead, coach, and develop a high-performing Customer Success team. Ensure the team adheres to customer engagement best practices.

 

Leadership Expectations

 

• Know your business: Understand the external landscape (market, competitors, trends) to create broader impact in your industry/domain
• Operate as an Owner: Be a steward of Dolby. Make business and people decisions with the organizational interests and our ecosystem in mind
• Mobilize effective orgs and teams: Inspire excellence in both indivudals and teams. Build trust, remove barriers and bring people along the journey.

 

Required Qualifications:

 

• 5+ years of experience leading teams in the media technology space in a technical customer success role.
• Proven track record of building and maintaining strong customer relationships.
• Excellent communication and interpersonal skills.
• Ability to work collaboratively with cross-functional teams.