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.
• Strong understanding and ability to explain the technical architecture of video playback workflows, including player SDKs, content delivery, ad insertion, and API integrations—supporting effective customer onboarding and issue resolution.
• Proven track record of building and maintaining strong customer relationships.
• Excellent communication and interpersonal skills.
• Ability to work collaboratively with cross-functional teams.
• Strong problem-solving and analytical skills.
• Relentless advocate for customers.
• Able to build relationships at both technical and executive levels.
• Deep technical knowledge of media distribution technologies
• Experience supporting SaaS or B2B technology products (video, streaming, or platform services is a plus).
• Experience with high-stakes customer operations (e.g., live events, mission-critical services).
• Strong leadership and team management skills with the ability to coach and inspire.
• Understanding of APIs, SDKs

The Atlanta Area base salary range for this full-time position is $185,600 - $226,800 which can vary if outside this location, plus bonus, benefits, and some roles may also include equity. Our salary ranges are determined by role, level, and location. Within the range, individual pay is determined by work location and additional factors, including job-related skills, competencies, experience, market demands, internal parity, and relevant education or training. Your recruiter can share more about the specific salary range and perks and benefits for your location during the hiring process.

Interested in finding your next role at Dolby? More information and guided steps on this process, including building your career profile and interests, can be found in our Internal Mobility article on PeopleCare portal.

You can also reach out directly to the recruiter listed on the job posting or PeopleCare if you have any questions on the process.