Senior Enterprise Customer Success Manager

Avid; United Kingdom; On-site; GBP 70,000 - 90,000; Full time

Job summary

Avid seeks a Senior Enterprise Customer Success Manager to lead strategic success with large enterprise clients. In this role, you'll guide customer onboarding, increase adoption, and ensure long-term success. You'll work closely with stakeholders, analyze performance metrics, and mentor peers. Ideal candidates will possess a Bachelor’s degree and 7–10 years of relevant experience, with strong skills in relationship management and technical tools like Salesforce and Gainsight.

The position requires excellent communication and a proactive approach to drive customer satisfaction and business value.

Qualifications

• 7–10+ years in Customer Success or Account Management with large enterprise customers.
• Experience managing complex customer relationships with both technical and business stakeholders.
• Proven success in driving adoption and business value.

Responsibilities

• Develop and execute comprehensive success plans for customers.
• Establish strong relationships across business and technical stakeholders.
• Analyze usage trends to deliver actionable insights.

Skills

Customer advocacy

Strategic problem-solving

Relationship building

Communication skills

Technical aptitude

Data analysis

Education

Bachelor’s degree or equivalent experience

Tools

Salesforce

Gainsight

Job description

## Senior Enterprise Customer Success ManagerApplylocations: Dubai: Great Britaintime type: Full timeposted on: Posted Todayjob requisition id: PR00006351### **It's fun to work in a company where people truly **BELIEVE** in what they're doing!***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.