Director, Customer Success Management

Avid Technology, Inc. is seeking a strategic and customer-focused Director of Customer Success Management to lead and scale their Customer Success team. This role is responsible for driving customer retention, satisfaction, and long-term value through proactive engagement and relationship management.

Responsibilities:

• Develop and execute a customer success strategy aligned with company goals for retention, expansion, and customer satisfaction
• Define key performance indicators (KPIs) and success metrics for the Customer Success function
• Lead, mentor, and grow a high-performing Customer Success team
• Establish career paths and professional development plans for CSMs
• Oversee onboarding, adoption, and renewal processes to ensure a seamless customer experience
• Foster strong relationships with key customers, serving as a senior escalation point when needed
• Work closely with Sales, Product, and Marketing teams to identify upsell and cross-sell opportunities
• Ensure renewal targets and Net Revenue Retention (NRR) goals are met or exceeded
• Implement and improve customer success tools and systems (e.g., Gainsight, Salesforce)
• Create scalable playbooks and success plans to support the customer journey
• Advocate for the customer internally by sharing feedback with product, engineering, and executive leadership
• Analyze customer data and trends to improve product adoption and customer experience

Requirements:

• Bachelor's degree in Business, Marketing, or related field
• 8–10+ years of experience in Customer Success, Account Management, or related field
• 3–5+ years of experience in a leadership or management role
• Proven track record of driving customer satisfaction, retention, and expansion in a B2B SaaS or technology environment
• Strong interpersonal, communication, and presentation skills
• Experience with Customer Success platforms (e.g., Gainsight, Totango) and CRM systems (e.g., Salesforce)
• Data-driven mindset with the ability to analyze KPIs and make informed decisions
• Experience scaling CS operations in a high-growth company
• Familiarity with customer segmentation, lifecycle marketing, and success planning
• Ability to work cross-functionally and influence without authority
• MBA preferred