Remote Strategic Enterprise CSM: Growth & Value

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

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.