We're committed to bringing passion and customer focus to the business.
Job Summary
We are seeking a Senior Enterprise Customer Success Manager (CSM) to lead value-driven partnerships with our large, high-impact enterprise customers. In this role, you will guide organizations through onboarding, drive adoption across teams, and ensure they achieve measurable outcomes and long-term success with our solutions.
As a Senior CSM, you will engage with both operational and executive stakeholders, design strategic success plans, and act as a trusted advisor to help customers realize maximum value. You will also play a key role in shaping best practices across the CS organization, supporting cross-functional initiatives, and mentoring CSMs.
This position is ideal for someone who excels in customer advocacy, strategic problem-solving, and relationship-building at scale.
Responsibilities
Customer Strategy & Value Delivery
Develop and execute comprehensive success plans aligning products and solutions with customer goals, business objectives, and long-term outcomes.
Drive efficient onboarding and increasing adoption to accelerate time-to-value and ensure meaningful business impact.
Understand customers’ business models, priorities, KPIs, and use cases to guide them toward best practices and optimal utilization of our solutions.
Relationship Management
Establish and maintain strong multi-threaded relationships across business and technical stakeholders.
Lead Quarterly and Executive Business Reviews (QBRs/EBRs) that clearly communicate progress, value realization, and future opportunities.
Serve as a reliable, consultative partner who supports customers through challenges and proactively identifies areas for improvement.
Expansion & Renewal Partnership
Collaborate closely with Sales and Account Management to identify expansion opportunities, whitespace, and upsell/cross-sell potential.
Participate in renewal planning by identifying risks early, supporting mitigation strategies, and clearly demonstrating product value.
Ensure customers have the insights, resources, and strategic guidance required for long-term retention and growth.
Cross-Functional Collaboration
Work with Product, Engineering, Support, and Services teams to influence roadmap discussions, advocate for customer needs, and help improve the end-to-end customer experience.
Provide structured customer feedback that helps improve product usability, adoption, and customer satisfaction.
Contribute to internal processes, playbooks, and programs that enhance the scalability and efficiency of the Customer Success organization.
Data & Insights
Analyze usage trends, KPIs, and adoption patterns to uncover opportunities for optimization and increased value.
Use data to guide customer strategies and deliver actionable insights to stakeholders at all levels.
Help customers measure and articulate ROI derived from the company’s solutions.
Leadership & Mentorship
Provide guidance and mentorship to CSM peers, helping elevate team execution.
Support internal initiatives such as onboarding programs, training materials, or process improvements.
Serve as a role model for customer-centric behavior and strategic account leadership.
Qualifications
Bachelor’s degree or equivalent experience required.
7–10+ years of Customer Success, Account Management, or related experience engaging with large enterprise customers.
Proven ability to manage complex customer relationships with both technical and business stakeholders.
Strong communication, facilitation, and executive presentation skills.
High technical aptitude and familiarity with Salesforce, Gainsight, or other CSM/CRM tools.
Demonstrated success driving adoption, retention, and business value in enterprise environments.
Self-driven, proactive, and comfortable leading strategy and execution with minimal oversight.
Experience in Media & Entertainment or familiarity with music/video production workflows is a plus.
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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 required
- 7-10+ years of Customer Success or Account Management experience
- Proven ability to manage complex customer relationships
- Strong communication and presentation skills
- High technical aptitude and familiarity with Salesforce and Gainsight
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.
