Manager, Digital Customer Success

Responsibilities

• Team Leadership & Development
• Lead, coach, and develop a team of Digital Customer Success Managers to deliver world-class service and results.
• Set clear performance goals and KPIs aligned with customer and business outcomes.
• Foster a culture of innovation, collaboration, accountability, and continuous improvement.
• Regularly evaluate existing skillsets against business goals to ensure optimal team alignment.
• Digital Strategy & Execution
• Design and scale digital customer success programs (e.g., onboarding journeys, lifecycle communications, in-app messaging, self-service resources) in collaboration with Marketing teams.
• Collaborate with Marketing and Product teams to create and optimize content and engagement strategies as well as operationalize automated outreach.
• Leverage customer data and analytics to segment users and deliver personalized experiences at scale .
• Customer Engagement & Retention
• Monitor customer health scores, usage trends, and engagement metrics to proactively address risk and identify expansion opportunities.
• Work closely with Customer Support and Success Operations to drive resolution of escalated issues and ensure satisfaction.
• Drive adoption and value realization for customers through digital touchpoints and strategic interventions.
• Understand the personas and industries we serve in order to personalize value propositions and calls to action.
• Process & Technology Optimization
• Evaluate existing tools (e.g., Gainsight, Salesforce, Marketo ) to implement and support scalable customer success initiatives.
• Streamline internal workflows and communication channels to ensure a cohesive and responsive customer experience.
• Track and report on digital CS metrics such as NPS, churn rate, adoption, time to value, and CSAT.
• Promote an automated-first engagement strategy with on-time intervention by skilled Adoption and Retention specialists.

Requirements

• Bachelor's degree or equivalent experience .
• 5+ years of experience in customer success, account management, or customer experience, with at least 2 years in a leadership or management role.
• Proven experience in managing digital-first or tech-touch customer success programs.
• Deep understanding of SaaS metrics, customer segmentation, and lifecycle management.
• Strong analytical mindset with experience using CS platforms and CRM tools.
• Excellent communication, people management, and stakeholder engagement skills.
• Passion for customer-centric thinking and driving measurable business impact.
• Experience with customer success automation platforms (e.g., Gainsigh t ).
• Background in product-led growth or self-service SaaS models.
• Knowledge of CX design, behavioral analytics, or customer journey mapping.
• What to look forward to?
• Join a global team and experience a dynamic, collaborative work environment that fosters innovation and growth.
• Hybrid work model offering flexibility to balance work and life.
• Access to development programs with strong support and mentoring to help you grow and advance within the company.
• Equal opportunity employer committed to diversity, inclusivity, and creating a welcoming environment for all employees.
• Attractive benefits package including health & life insurance, referral rewards, and generous leave policies to ensure a healthy work-life balance.
• Avid is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
• #LI-Hybrid #L1-CME1
• If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us !

Benefits

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, data-driven Manager of Digital Customer Success to lead a high-performing team focused on driving customer retention, satisfaction, and growth at scale. This role will oversee the execution of digital-first strategies that proactively support and engage customers throughout their lifecycle using automation, content, analytics, and technology. You will lead a team of Digital Customer Success Managers (DCSMs) and work cross-functionally with Product, Marketing, Support, and Sales to ensure a seamless, customer-centric experience .

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