Develop and execute comprehensive success plans aligned Avid products and solutions with customer goals, business objectives, and long-term outcomes.
Drive efficient onboarding and increasing adoption to accelerate time-to-value and ensure meaningful business impact.
Understand customers’ business models, priorities, KPIs, and use cases to guide them toward best practices and optimal utilization of our solutions.
Lead Quarterly and Executive Business Reviews (QBRs/EBRs) that clearly communicate progress, value realization, and future opportunities.
Collaborate closely with Sales and Account Management to identify expansion opportunities, whitespace, and upsell/cross-sell potential.
Analyze usage trends, KPIs, and adoption patterns to uncover opportunities for optimization and increased value.

Bachelor’s degree or equivalent experience required.
7–10+ years of Customer Success, Account Management, or related experience engaging with large enterprise customers.
Proven ability to manage complex customer relationships with both technical and business stakeholders.
High technical aptitude and familiarity with Salesforce, Gainsight, or other CSM/CRM tools.
Demonstrated success driving adoption, retention, and business value in enterprise environments.
Experience in Media & Entertainment or familiarity with music/video production workflows is a plus.

Enterprise Customer Success Manager

Key skills