[Remote] Enterprise Customer Success Manager

Note: The job is a remote job and is open to candidates in USA. 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.ResponsibilitiesDevelop and execute comprehensive success plans aligned Avid products and solutions with customer goals, business objectives, and long-term outcomesDrive efficient onboarding and increasing adoption to accelerate time-to-value and ensure meaningful business impactUnderstand customers’ business models, priorities, KPIs, and use cases to guide them toward best practices and optimal utilization of our solutionsEstablish and maintain strong multi-threaded relationships across business and technical stakeholdersLead Quarterly and Executive Business Reviews (QBRs/EBRs) that clearly communicate progress, value realization, and future opportunitiesServe as a reliable, consultative partner who supports customers through challenges and proactively identifies areas for improvementCollaborate closely with Sales and Account Management to identify expansion opportunities, whitespace, and upsell/cross-sell potentialParticipate in renewal planning by identifying risks early, supporting mitigation strategies, and clearly demonstrating product valueEnsure customers have the insights, resources, and strategic guidance required for long-term retention and growthWork with Product, Engineering, Support, and Services teams to influence roadmap discussions, advocate for customer needs, and help improve the end-to-end customer experienceProvide structured customer feedback that helps improve product usability, adoption, and customer satisfactionContribute to internal processes, playbooks, and programs that enhance the scalability and efficiency of the Customer Success organizationAnalyze usage trends, KPIs, and adoption patterns to uncover opportunities for optimization and increased valueUse data to guide customer strategies and deliver actionable insights to stakeholders at all levelsHelp customers measure and articulate ROI derived from the company’s solutionsProvide guidance and mentorship to CSM peers, helping elevate team executionSupport internal initiatives such as onboarding programs, training materials, or process improvementsServe as a role model for customer-centric behavior and strategic account leadershipSkillsBachelor's degree or equivalent experience required7–10+ years of Customer Success, Account Management, or related experience engaging with large enterprise customersProven ability to manage complex customer relationships with both technical and business stakeholdersStrong communication, facilitation, and executive presentation skillsHigh technical aptitude and familiarity with Salesforce, Gainsight, or other CSM/CRM toolsDemonstrated success driving adoption, retention, and business value in enterprise environmentsSelf-driven, proactive, and comfortable leading strategy and execution with minimal oversightExperience in Media & Entertainment or familiarity with music/video production workflows is a plusCompany OverviewWe help media visionaries create art that colors our perceptions and enriches our culture. It was founded in 1987, and is headquartered in Burlington, Massachusetts, USA, with a workforce of 1001-5000 employees. Its website is http://www.avid.com.