Enterprise Customer Success Manager

Canada (SOC1) Avid Technology Canada Corp.; Massachusetts; Hybrid; USD 120,000 - 160,000; Full time

Job summary

Avid Technology is seeking an Enterprise Customer Success Manager to manage and grow relationships with high-value customers, leading onboarding, accelerating adoption, and developing success strategies aligned to customer objectives.

You will partner with stakeholders at various levels, drive retention and growth opportunities, and collaborate with Product, Support, and Services teams to ensure a seamless customer experience and measurable value realization.

Qualifications

• Bachelor’s degree or equivalent experience required.
• 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 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.

Responsibilities

• Develop and execute customer success plans aligned to goals, use cases, and outcomes.
• Lead onboarding and adoption initiatives to accelerate time-to-value.
• Understand customer workflows, priorities, and KPIs to guide 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 and demonstrate value.
• Act as a trusted advisor by 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 for retention.
• Contribute to renewal planning by reinforcing value realization and aligning on future goals.
• Work with Product, Support, and Services teams to resolve issues and improve customer experience.
• Provide structured customer feedback to inform product improvements and roadmaps.
• Help improve 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 ROI measurements to customers.

Skills

Customer Success

Account Management

Enterprise Accounts

Stakeholder Management

Salesforce

Gainsight

Data Analysis

Education

Bachelor’s degree or equivalent experience

Tools

Salesforce

Gainsight

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. Job Summary We are seeking an Enterprise Customer Success Manager (CSM) to manage and grow relationships with high-value customers, driving measurable outcomes and long-term success. In this role, you will lead onboarding, accelerate adoption, and develop success strategies aligned to customer business objectives. As an Enterprise CSM, you will operate as a strategic partner to both operational and mid-to-senior level stakeholders, guiding customers toward best practices and value realization. You will collaborate cross-functionally to ensure a seamless customer experience while identifying opportunities for retention and growth. This role is ideal for someone who combines strong execution with emerging strategic thinking and is ready to operate with greater ownership across complex accounts.

Responsibilities

Customer Strategy & Value Delivery

• 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.

Relationship Management

• 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.

Retention, Expansion & Renewals

• 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.

Cross-Functional Collaboration

• 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.

Data & Insights

• 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.

Qualifications

• Bachelor’s degree or equivalent experience required
• 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 #LI-Remote #LI-RM1

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.