Sr Manager, Global Technical Account Management; Customer Success

Position: Sr Manager, Global Technical Account Management (Customer Success)
Job description

Company and benefits

Social Impact & Sustainability Job ID41523

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.

The Sr. Manager, Global Technical Account Management plays a critical role in shaping how Dolby delivers technical excellence to our most strategic customers. This leader owns the Technical Account Management (TAM) function within Dolby Cloud Solutions (DCS) Customer Success — ensuring customer environments are stable, scalable, and set up for long-term success. This is a high-impact hybrid role, combining people leadership with hands-on customer engagement.

You’ll lead and mentor a small, globally distributed team of experienced Technical Account Managers, while also serving as a trusted advisor to a select group of complex, high-priority customers.

What You'll DoLead & grow a global team Coach, develop, and support a team of senior Technical Account Managers Create clarity around roles, coverage, and escalation paths

Foster an environment where people can do their best work and continue to grow Champion customer success at a technical level

Own overall technical health across your portfolio, including stability, risk management and readiness for scale

Help customers navigate complexity and ensure long-term success with Dolby solutions

Shape how we operate

Define and evolve how the TAM team works, including processes like Solution Checkpoints Assess customer architectures to ensure they are sustainable, scalable, and supportable

Influence product and innovation

Surface trends, gaps, and opportunities from customer engagements

Partner with Product and Engineering to improve tooling, automation, and customer outcomes

Stay hands-on with key customers

Act as a Technical Account Manager for a small number of strategic, high-impact accounts

Build trusted relationships with customer engineers and leaders

Collaborate across teams

Work closely with Customer Success, Delivery, Support, Product, Engineering, and Sales Ensure a seamless and thoughtful experience for customers

Drive modern, intelligent operations

Drive AI-native operation of the TAM pillar, including automation, technical insight synthesis, and internal tool development while building a forward-looking, scalable TAM organization.

What You Bring We know strong candidates don’t always meet every single requirement. If your experience is close and you’re excited about the role, we’d love to hear from you.
5+ years in Technical Account Management, Solutions Architecture, Sales Engineering, or similar technical post-sales roles

Experience leading or mentoring technical professionals, either as a manager or senior individual contributor

A solid foundation in cloud platforms, SaaS environments, and system reliability

Experience partnering with customers as a trusted technical advisor

Strong communication skills — able to engage both deeply technical audiences and cross-functional partners

Curiosity and openness to leveraging AI and modern tools to improve how work gets done

Why This Role Matters This role is the single point of accountability for technical success across DCS’s most complex customer environments. The TAM Manager ensures that what DCS sells, delivers and operates is technically sound, scalable, and supportable…