Customer Success Manager

Roku•Apply•Published 1 days ago•First seen 1 days ago

Teamwork makes the stream work.

Roku is changing how the world watches TV

Roku is the #1 TV streaming platform in the U.S., Canada, and Mexico, and we've set our sights on powering every television in the world. Roku pioneered streaming to the TV. Our mission is to be the TV streaming platform that connects the entire TV ecosystem. We connect consumers to the content they love, enable content publishers to build and monetize large audiences, and provide advertisers unique capabilities to engage consumers.

From your first day at Roku, you'll make a valuable - and valued - contribution. We're a fast-growing public company where no one is a bystander. We offer you the opportunity to delight millions of TV streamers around the world while gaining meaningful experience across a variety of disciplines.

About the team

Roku Ads Manager (ads.roku.com) is Roku’s answer to the growing and diversified demand for CTV advertising. Our self-serve ad platform entered General Availability (GA) in September 2024 and has picked up major momentum.

Our Ads Manager team is gritty and hyper-focused on scaling the best CTV ad platform in the market. We move fast, pivot quickly, and work hard. We rally around decisions, challenge assumptions, and push the limits on what advertising can do for growth marketers, performance agencies, and any other business interested in TV ads.

Our team is looking for our first Customer Success Manager to partner with our Sales team in building and maintaining strong, long-lasting relationships with our clients. This pre-sale and post-sale role will ensure client satisfaction and success on Ads Manager, working closely with Account Executives on key accounts.

About the role

Our Customer Success Manager (CSM) will be a main point of contact for both Sales and their clients, responsible for onboarding new customers, proactive engagement, strategic problem solving, and identifying opportunities for growth within existing accounts. This role is critically important to demand expansion and retention.

Our CSMs will work both in pre-sale and post-sale motions. You’ll support clients in their initial campaign set ups and launch, help with media planning, and provide best practices. You’ll also support clients after launch, proactively identifying opportunities for increased performance and revenue incrementality. There are exciting opportunities to build within this role.

This customer-facing role will combine strong ad tech expertise, communication skills, and problem-solving abilities to ensure our performance-focused clients get the most out of Roku Ads Manager and know we are here to help them make CTV work.

This role reports directly into the Head of Product Commercialization, Ads Manager.

For New York Only - The estimated annual salary for this position is between $75,000 and $90,000 annually.

Compensation packages are based on factors unique to each candidate, including but not limited to skill set, certifications, and specific geographical location.
This role is eligible for health insurance, equity awards, life insurance, disability benefits, parental leave, wellness benefits, and paid time off.

What you’ll be doing

Client Relationship Management: Develop and nurture relationships with clients in partnership with Sales.Conduct regular check-ins, increasing stickiness and customer satisfaction. Understand business objectives and KPIs to maximize campaign effectiveness.
Onboarding & Adoption: Guide new clients through initial campaign setup, ensuring a smooth launch. Drive adoption of performance features, enabling measurable campaign success.
Success & Retention: Proactively monitor campaigns, mitigating churn and dissatisfaction. Respond promptly to client needs, collaborating with internal teams as needed.
Growth & Expansion: Collaborate with Sales to identify and act on incremental revenue opportunities. Drive awareness and use of new features, partnerships, and solutions.
Market Feedback: Ensure customer feedback is collected, aggregated, and incorporated into product enhancements and future roadmaps.

In summary, Ads Manager’s Customer Success Manager will work closely with a defined list of key accounts as the main point of contact, super serving these core accounts along with their Sales counterparts to ensure revenue retention and growth.

Success in this position requires strong ad tech knowledge, communication skills, a passion for critical thinking, and a hunger to engage with clients. You will be an individual contributor who will work cross-functionally to ensure the clients have what they need to win in CTV.

The role is fast-paced in a particularly high-growth area, requiring the ability to work autonomously in an ever-changing environment.

We’re excited if you have

2+ years of professional work experience within digital media or a similar industry.
Worked in ad sales customer support, customer service, account management or ad tech adjacent support roles. Bonus points for a focus on self-serve, CTV, and/or with growth marketer personas.
Strong understanding of the ad tech ecosystem, and its common issues and asks.
Track record in retaining and growing client revenue.
Excellent communication skills with a knack for simplifying complex solutions.
A self-starter who’s hungry to attack new challenges that come with servicing clients using a new and innovative ad platform.
Highly collaborative, with the ability to adapt quickly to evolving business needs
The ability to effectively collaborate with cross functional teams.
A naturally curious mindset, eager to learn and grow in a dynamic environment.

#LI-GT2

Our Hybrid Work Approach

Roku fosters an inclusive and collaborative environment where teams work in the office Monday through Thursday. Fridays are flexible for remote work except for employees whose roles are required to be in the office five days a week or employees who are in offices with a five day in office policy.

Benefits

Roku is committed to offering a diverse range of benefits as part of our compensation package to support our employees and their families. Our comprehensive benefits include global access to mental health and financial wellness support and resources. Local benefits include statutory and voluntary benefits which may include healthcare (medical, dental, and vision), life, accident, disability, commuter, and retirement options (401(k)/pension). Our employees can take time off work for vacation and other personal reasons to balance their evolving work and life needs. It's important to note that not every benefit is available in all locations or for every role. For details specific to your location, please consult with your recruiter.

Accommodations

Roku welcomes applicants of all backgrounds and provides reasonable accommodations and adjustments in accordance with applicable law. If you require reasonable accommodation at any point in the hiring process, please direct your inquiries to EmployeeRelations@Roku.com.

The Roku Culture

Roku is a great place for people who want to work in a fast-paced environment where everyone is focused on the company's success rather than their own. We try to surround ourselves with people who are great at their jobs, who are easy to work with, and who keep their egos in check. We appreciate a sense of humor. We believe a fewer number of very talented folks can do more for less cost than a larger number of less talented teams. We're independent thinkers with big ideas who act boldly, move fast and accomplish extraordinary things through collaboration and trust. In short, at Roku you'll be part of a company that's changing how the world watches TV. 

We have a unique culture that we are proud of. We think of ourselves primarily as problem-solvers, which itself is a two-part idea. We come up with the solution, but the solution isn't real until it is built and delivered to the customer. That penchant for action gives us a pragmatic approach to innovation, one that has served us well since 2002. 

To learn more about Roku, our global footprint, and how we've grown, visit https://www.weareroku.com/factsheet.

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