Digital Customer Success Manager

Avid; Philippines; On-site; PHP 700,000 - 1,100,000; Full time

Benefits offered by this job

Health insurance

Referral rewards

Generous leave policies

Job summary

Avid is seeking a Digital Customer Success Manager to scale digital-first programs that drive adoption, retention, and customer health across our SaaS customer base.

You will design journeys, lifecycle campaigns, and automated workflows, leveraging tools like Gainsight, Marketo, and Power BI to deliver timely value at scale. This role suits someone who blends customer strategy with data analytics and scalable execution.

Qualifications

• 3+ years in Customer Success, Lifecycle Marketing, or related roles in SaaS or subscription businesses.
• Experience managing lifecycle campaigns and scalable engagement programs.
• Strong understanding of adoption, retention, churn, and customer health.
• Experience with automation tools such as Gainsight, Totango, ChurnZero, Marketo, Salesforce.

Responsibilities

• Design and manage digital customer journeys across onboarding, adoption, renewal, and expansion.
• Create targeted campaigns for different segments and lifecycle stages to drive value and reduce churn.
• Monitor health signals and engagement data to identify risks and opportunities and optimize programs.

Skills

Customer Success

Lifecycle Marketing

Digital Campaigns

Data Analysis

Communication

Organization

Tools

Gainsight

Totango

ChurnZero

Marketo

Salesforce

Power BI

Job description

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.

About the Role

We're looking for a Digital Customer Success Manager (Digital CSM) to help scale how we engage, educate, and retain customers across our customer base. In this role you'll design and execute digital-first customer success programs that drive adoption, product engagement, customer health, and retention. You'll work across email, lifecycle campaigns, knowledge resources, and automated success journeys to ensure customers receive the right value at the right time. This is an ideal role for someone who loves combining customer strategy, lifecycle thinking, data analysis, and scalable program execution.

What You'll Do

• Customer Lifecycle & Engagement Build and manage digital customer journeys across onboarding, adoption, renewal, expansion, and risk mitigation. Create targeted engagement campaigns for different customer segments, personas, and lifecycle stages. Develop scalable strategies to support high-volume and long-tail customer accounts. Partner with Marketing and Commercial teams to ensure digital programs enable right-time 1:1 customer engagement. Collaborate with Product Marketing, Product, Support, and CS leadership to deliver relevant and timely communications. Build repeatable playbooks and automated workflows that improve the customer experience at scale.
• Customer Adoption & Retention Drive product adoption by creating campaigns that encourage feature usage and best-practice behaviors. Monitor customer health signals, usage trends, and engagement data to identify risks and opportunities. Design proactive outreach programs to reduce churn and improve retention. Support renewal and expansion efforts through customer education and value reinforcement.
• Data, Reporting & Optimization Track and report on key customer success metrics such as: product adoption engagement rates onboarding completion retention churn renewal influence customer health Use data to test, optimize, and improve digital programs over time. Analyze campaign performance and customer behavior to recommend improvements. Help operationalize customer success initiatives using tools such as Salesforce, Gainsight CX, Marketo, Braze, and Power BI.

Required Qualifications

• 3+ years of experience in Customer Success, Lifecycle Marketing, Customer Marketing, Digital Success, or Account Management in a SaaS or subscription-based business
• Experience managing customer lifecycle campaigns and scalable engagement programs
• Strong understanding of customer adoption, retention, churn reduction, and customer health
• Experience with customer success and/or marketing automation tools such as Gainsight, Totango, ChurnZero, Marketo, and Salesforce.
• Strong analytical skills with experience using data to drive decision-making
• Excellent written and verbal communication skills
• Highly organized and comfortable managing multiple programs simultaneously

Preferred Qualifications

• Experience in a B2B SaaS environment
• Familiarity with customer segmentation, journey mapping, and lifecycle design
• Experience with customer education programs
• Background in campaign testing, reporting, and optimization
• Experience working with product usage and customer health data
• Specialization in either Adoption or Retention strategies a plus

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. Attractive benefits package including health & life insurance, referral rewards, and generous leave policies to ensure a healthy work-life balance.

Equal opportunity employer committed to diversity, inclusivity, and creating a welcoming environment for all employees.

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! Avid makes technology and collaboration tools so creators can entertain, inform, educate and enlighten the world. Our customers are the visionaries behind the most inspiring feature films, television programs, news broadcasts, televised sporting events, music recordings and live concerts.

To learn how Avid powers greater creators or for more information, visit http://www.avid.com.