We're committed to bringing passion and customer focus to the business.
Job Summary
We are seeking an Enterprise Customer Success Manager (CSM) to manage and grow relationships with high-value customers, driving measurable outcomes and long-term success. In this role, you will lead onboarding, accelerate adoption, and develop success strategies aligned to customer business objectives.
As an Enterprise CSM, you will operate as a strategic partner to both operational and mid-to-senior level stakeholders, guiding customers toward best practices and value realization. You will collaborate cross-functionally to ensure a seamless customer experience while identifying opportunities for retention and growth.
This role is ideal for someone who combines strong execution with emerging strategic thinking and is ready to operate with greater ownership across complex accounts.
Responsibilities
Customer Strategy & Value Delivery
Develop and execute customer success plans aligned to business goals, use cases, and desired outcomes.
Lead onboarding and adoption initiatives to accelerate time-to-value and deepen product utilization.
Build a strong understanding of customer workflows, priorities, and KPIs to guide effective solution usage.
Relationship Management
Build and maintain relationships with key stakeholders across business and technical teams.
Lead regular business reviews (QBRs) and customer touchpoints to track progress, align on goals, and demonstrate value.
Act as a trusted advisor by proactively identifying challenges and recommending solutions.
Retention, Expansion & Renewals
Partner with Sales and Account teams to identify expansion opportunities and support account growth.
Monitor account health, identify risks early, and execute mitigation strategies to support retention.
Contribute to renewal planning by reinforcing value realization and aligning on future goals.
Cross-Functional Collaboration
Work closely with Product, Support, and Services teams to resolve issues and improve the customer experience.
Provide structured customer feedback to inform product improvements and roadmap discussions.
Contribute to improving internal processes and playbooks that scale Customer Success efforts.
Data & Insights
Analyze usage data, adoption trends, and KPIs to identify risks and opportunities.
Deliver actionable insights and recommendations to customers based on data.
Support customers in measuring ROI and business impact from solutions.
Qualifications
Bachelor’s degree or equivalent experience required
5–7+ years of Customer Success, Account Management, or related experience
Experience managing mid-to-large enterprise or complex accounts
Strong communication and presentation skills, with experience engaging multiple stakeholder levels
Ability to translate customer goals into actionable success plans
Proficiency with tools such as Salesforce, Gainsight, or similar platforms
Demonstrated ability to drive adoption, retention, and customer satisfaction
Self-starter who can manage multiple accounts and priorities with moderate autonomy
Background in Media & Entertainment or familiarity with content creation workflows is a plus
#LI-Remote
#LI-RM1
If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!
Skills Required
- Bachelor's degree or equivalent experience
- 5-7+ years of Customer Success, Account Management, or related experience
- Experience managing mid-to-large enterprise or complex accounts
- Strong communication and presentation skills, with experience engaging multiple stakeholder levels
- Ability to translate customer goals into actionable success plans
- Proficiency with tools such as Salesforce, Gainsight, or similar platforms
- Demonstrated ability to drive adoption, retention, and customer satisfaction
- Self-starter who can manage multiple accounts and priorities with moderate autonomy
- Background in Media & Entertainment or familiarity with content creation workflows is a plus
What We Do
We help media visionaries create art that colors our perceptions and enriches our culture. We make innovative technology and collaborative tools that inspire and spark joy so creators can entertain, inform, educate and enlighten the world. We believe in our artists. We believe in our industry leaders. And we believe in the future of entertainment. We have a rich, 30-year history of powering media and entertainment. But we know our history doesn’t determine our future, so we are always evolving, committed to making good better and better best. We make many products, but we only do one thing: maximize the mediums of amazing makers. At Avid, every minute, of every day, we are powering greater creators.
