Enterprise Customer Success Manager

Avid; Northern (KY); Hybrid; USD 110,000 - 150,000; Full time

Job summary

Avid in the United States is seeking an Enterprise Customer Success Manager (CSM) to manage high-value accounts, drive adoption, and align success strategies with business objectives.

You will lead onboarding, conduct QBRs, foster cross-functional collaboration, and identify expansion opportunities while ensuring measurable ROI for customers. Strong communication with stakeholders and proficiency in Salesforce and Gainsight are required; media/entertainment background is a plus.

Qualifications

• Bachelor’s degree or equivalent experience.
• 5–7+ years in Customer Success or account management.
• Experience managing mid-to-large enterprise or complex accounts.
• Strong communication and presentation skills with multiple stakeholders.
• Proficiency with Salesforce, Gainsight, or similar platforms.
• Background in Media & Entertainment is a plus.

Responsibilities

• Develop and execute customer success plans aligned to goals and KPIs.
• Lead onboarding and adoption initiatives to accelerate value.
• Understand customer workflows and KPIs to guide usage.
• Maintain relationships with key business and technical stakeholders.
• Lead regular business reviews (QBRs) and touchpoints to show value.
• Act as trusted advisor, anticipate challenges, propose solutions.
• Partner with Sales and Account teams to identify expansion.
• Monitor account health and mitigate risks to retention.
• Contribute to renewal planning and value realization.
• Collaborate with Product, Support, and Services for improvements.
• Provide customer feedback to inform roadmaps.

Skills

Customer Success

Account Management

Stakeholder Management

Communication Skills

Strategic Thinking

Education

Bachelor’s degree

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

• 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.

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.