Enterprise CSM — Growth & Value Strategist

Avid Technology Professionals; Massachusetts; On-site; USD 95,000 - 150,000; Full time

Job summary

Avid Technology Professionals in Massachusetts seeks an Enterprise Customer Success Manager to lead onboarding, drive product adoption, and deliver measurable outcomes for high-value customers.

You will partner with cross-functional teams and senior stakeholders to optimize renewals, retention, and growth across complex accounts, translating business goals into actionable success plans and delivering clear ROI insights.

Qualifications

• 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.

Responsibilities

• 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.
• 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.
• 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.
• 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.
• 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.

Skills

Communication

Presentation skills

Stakeholder management

Account management

Onboarding

Data analysis

Education

Bachelor’s degree or equivalent experience

Tools

Salesforce

Gainsight

Job description

Avid Technology Professionals in Massachusetts seeks an Enterprise Customer Success Manager to lead onboarding, drive product adoption, and deliver measurable outcomes for high-value customers.

You will partner with cross-functional teams and senior stakeholders to optimize renewals, retention, and growth across complex accounts, translating business goals into actionable success plans and delivering clear ROI insights.