Enterprise Customer Success Manager

Avid is a company that creates digital audio and video technology used in media production. They are seeking an Enterprise Customer Success Manager to lead partnerships with large enterprise customers, guiding them through onboarding and ensuring they achieve success with Avid's solutions.

Responsibilities:

• 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
• Establish and maintain strong multi-threaded relationships across business and technical stakeholders
• Lead Quarterly and Executive Business Reviews (QBRs/EBRs) that clearly communicate progress, value realization, and future opportunities
• Serve as a reliable, consultative partner who supports customers through challenges and proactively identifies areas for improvement
• Collaborate closely with Sales and Account Management to identify expansion opportunities, whitespace, and upsell/cross-sell potential
• Participate in renewal planning by identifying risks early, supporting mitigation strategies, and clearly demonstrating product value
• Ensure customers have the insights, resources, and strategic guidance required for long-term retention and growth
• Work with Product, Engineering, Support, and Services teams to influence roadmap discussions, advocate for customer needs, and help improve the end-to-end customer experience
• Provide structured customer feedback that helps improve product usability, adoption, and customer satisfaction
• Contribute to internal processes, playbooks, and programs that enhance the scalability and efficiency of the Customer Success organization
• Analyze usage trends, KPIs, and adoption patterns to uncover opportunities for optimization and increased value
• Use data to guide customer strategies and deliver actionable insights to stakeholders at all levels
• Help customers measure and articulate ROI derived from the company’s solutions
• Provide guidance and mentorship to CSM peers, helping elevate team execution
• Support internal initiatives such as onboarding programs, training materials, or process improvements
• Serve as a role model for customer-centric behavior and strategic account leadership

Requirements:

• 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
• Strong communication, facilitation, and executive presentation skills
• High technical aptitude and familiarity with Salesforce, Gainsight, or other CSM/CRM tools
• Demonstrated success driving adoption, retention, and business value in enterprise environments
• Self-driven, proactive, and comfortable leading strategy and execution with minimal oversight
• Experience in Media & Entertainment or familiarity with music/video production workflows is a plus