Manager, Digital Customer Success

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.

Key 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.

Qualifications:

• 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.

Nice to Have:

• Experience with customer success automation platforms (e.g., Gainsight).

• 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