We're committed to bringing passion and customer focus to the business.
Job Summary:
We are seeking a strategic, data-driven Manager of Digital Customer Success to lead a high-performing team focused on driving customer retention, satisfaction, and growth at scale. This role will oversee the execution of digital-first strategies that proactively support and engage customers throughout their lifecycle using automation, content, analytics, and technology. You will lead a team of Digital Customer Success Managers (DCSMs) and work cross-functionally with Product, Marketing, Support, and Sales to ensure a seamless, customer-centric experience.
Key Responsibilities:
Team Leadership & Development
Lead, coach, and develop a team of Digital Customer Success Managers to deliver world-class service and results.
Set clear performance goals and KPIs aligned with customer and business outcomes.
Foster a culture of innovation, collaboration, accountability, and continuous improvement.
Regularly evaluate existing skillsets against business goals to ensure optimal team alignment.
Digital Strategy & Execution
Design and scale digital customer success programs (e.g., onboarding journeys, lifecycle communications, in-app messaging, self-service resources) in collaboration with Marketing teams.
Collaborate with Marketing and Product teams to create and optimize content and engagement strategies as well as operationalize automated outreach.
Leverage customer data and analytics to segment users and deliver personalized experiences at scale.
Customer Engagement & Retention
Monitor customer health scores, usage trends, and engagement metrics to proactively address risk and identify expansion opportunities.
Work closely with Customer Support and Success Operations to drive resolution of escalated issues and ensure satisfaction.
Drive adoption and value realization for customers through digital touchpoints and strategic interventions.
Understand the personas and industries we serve in order to personalize value propositions and calls to action.
Process & Technology Optimization
Evaluate existing tools (e.g., Gainsight, Salesforce, Marketo) to implement and support scalable customer success initiatives.
Streamline internal workflows and communication channels to ensure a cohesive and responsive customer experience.
Track and report on digital CS metrics such as NPS, churn rate, adoption, time to value, and CSAT.
Promote an automated-first engagement strategy with on-time intervention by skilled Adoption and Retention specialists.
Qualifications:
Bachelor’s degree or equivalent experience.
5+ years of experience in customer success, account management, or customer experience, with at least 2 years in a leadership or management role.
Proven experience in managing digital-first or tech-touch customer success programs.
Deep understanding of SaaS metrics, customer segmentation, and lifecycle management.
Strong analytical mindset with experience using CS platforms and CRM tools.
Excellent communication, people management, and stakeholder engagement skills.
Passion for customer-centric thinking and driving measurable business impact.
Nice to Have:
Experience with customer success automation platforms (e.g., Gainsight).
Background in product-led growth or self-service SaaS models.
Knowledge of CX design, behavioral analytics, or customer journey mapping.
What to look forward to?
Join a global team and experience a dynamic, collaborative work environment that fosters innovation and growth.
Hybrid work model offering flexibility to balance work and life.
Access to development programs with strong support and mentoring to help you grow and advance within the company.
Equal opportunity employer committed to diversity, inclusivity, and creating a welcoming environment for all employees.
Attractive benefits package including health & life insurance, referral rewards, and generous leave policies to ensure a healthy work-life balance.
Avid is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
#LI-Hybrid #L1-CME1
If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!
Skills Required
- 5+ years of experience in customer success, account management, or customer experience
- At least 2 years in a leadership or management role
- Proven experience in managing digital-first or tech-touch customer success programs
- Deep understanding of SaaS metrics, customer segmentation, and lifecycle management
- Strong analytical mindset with experience using CS platforms and CRM tools
- Excellent communication, people management, and stakeholder engagement skills
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.
