Director, Customer Success Management

Responsibilities

• Strategic Leadership:
• 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.
• Team Management & Development:
• Lead, mentor, and grow a high-performing Customer Success team.
• Establish career paths and professional development plans for CSMs.
• Customer Engagement:
• 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.
• Revenue Retention & Growth:
• 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.
• Process & Systems Optimization:
• Implement and improve customer success tools and systems (e.g., Gainsight, Salesforce).
• Create scalable playbooks and success plans to support the customer journey.
• Voice of the Customer:
• 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 (MBA preferred).
• 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.
• Think this role is a good fit for you? Apply now!
• To know more about Avid, please check our career's page .
• Pay Range US: 149,844 - 224,766 USD Pay Range Canada: 136,878 - 205,316 CAD
• #LI-Remote #LI-CME1
• If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us !

Additional Information

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 a strategic and customer-focused Director of Customer Success Management to lead and scale our Customer Success team. This role is responsible for driving customer retention, satisfaction, and long-term value through proactive engagement and relationship management. You will lead a team of Customer Success Managers (CSMs), design scalable success programs, and partner with cross-functional teams to ensure customer needs are met across the lifecycle.

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