Join Roku as a Customer Success Manager in New York and play a pivotal role in enhancing the customer experience for one of the world's leading streaming platforms. This position is crucial for driving customer retention, expansion, and satisfaction, directly impacting Roku's market leadership and revenue growth in the competitive entertainment industry. You'll be at the forefront of ensuring clients maximize the value of Roku's innovative streaming solutions, fostering long-term partnerships that fuel company success. In this dynamic role, you'll own a portfolio of key accounts, conducting regular check-ins, monitoring usage metrics, and identifying upsell opportunities to boost adoption and revenue. Daily tasks include responding to customer inquiries via email, chat, and calls, troubleshooting technical issues, and creating customized success plans with clear milestones and KPIs such as churn reduction and Net Promoter Score improvement. Weekly, you'll analyze account health through dashboards in tools like Salesforce and Gainsight, preparing reports for internal stakeholders. Monthly, lead quarterly business reviews with clients, collaborating with sales, product, and engineering teams to align on feature requests and resolve escalations. You'll also mentor junior team members, contribute to success playbooks, and participate in cross-functional projects to launch new streaming features, ensuring all deliverables meet or exceed customer expectations. To succeed, you need a bachelor's degree in business, marketing, or a related field, plus 4-6 years of customer success or account management experience in SaaS or tech, ideally in media or entertainment. Proficiency in CRM platforms like Salesforce, customer analytics tools such as Mixpanel or Amplitude, and streaming technologies is essential. Familiarity with video-on-demand platforms, content delivery networks, and subscription billing systems is highly valued. Strong analytical skills to interpret usage data and forecast trends are required, along with any relevant certifications like Certified Customer Success Manager (CCSM). Beyond technical expertise, you'll thrive with exceptional communication skills to articulate complex technical concepts to non-technical stakeholders, building rapport and trust. Problem-solving prowess, proactive relationship management, and the ability to influence cross-functional teams are key. Industry knowledge of OTT streaming, customer lifecycle management, and metrics-driven decision-making will set you apart, complemented by adaptability in a fast-paced environment. Roku is revolutionizing entertainment by connecting people to content they love across millions of devices worldwide. Our mission is to deliver the ultimate viewing experience, guided by values of innovation, customer obsession, and inclusivity. The New York team operates in a collaborative, energetic environment with flat hierarchies, encouraging bold ideas and work-life balance in a modern office setting. We offer competitive compensation with salary not specified, comprehensive health, dental, and vision insurance, 401(k) matching, and generous PTO starting at 20 days. Perks include stock options, performance bonuses up to 20% of base, flexible hybrid work, wellness stipends, and tuition reimbursement. Enjoy team events, streaming service credits, and parental leave benefits. Advance your career through mentorship programs, leadership tracks to senior roles, and training in emerging tech. Access conferences and certifications for continuous growth. Apply via Roku's careers page today to join our mission.