Digital Customer Success Manager

About the Role 

We’re looking for a Digital Customer Success Manager (Digital CSM) to help scale how we engage, educate, and retain customers across our customer base. 

In this role, you’ll design and execute digital-first customer success programs that drive adoption, product engagement, customer health, and retention. You’ll work across email, lifecycle campaigns, knowledge resources, and automated success journeys to ensure customers receive the right value at the right time. 

This is an ideal role for someone who loves combining customer strategy, lifecycle thinking, data analysis, and scalable program execution. 

What You’ll Do 

Customer Lifecycle & Engagement 

• Build and manage digital customer journeys across onboarding, adoption, renewal, expansion, and risk mitigation. 

• Create targeted engagement campaigns for different customer segments, personas, and lifecycle stages. 

• Develop scalable strategies to support high-volume and long-tail customer accounts. 

• Partner with Marketing and Commercial teams to ensure digital programs enable right-time 1:1 customer engagement. 

• Collaborate with Product Marketing, Product, Support, and CS leadership to deliver relevant and timely communications. 

• Build repeatable playbooks and automated workflows that improve the customer experience at scale. 

Customer Adoption & Retention 

• Drive product adoption by creating campaigns that encourage feature usage and best-practice behaviors. 

• Monitor customer health signals, usage trends, and engagement data to identify risks and opportunities. 

• Design proactive outreach programs to reduce churn and improve retention. 

• Support renewal and expansion efforts through customer education and value reinforcement. 

Data, Reporting & Optimization 

• Track and report on key customer success metrics such as: 

• product adoption 

• engagement rates 

• onboarding completion 

• retention 

• churn 

• renewal influence 

• customer health 

• Use data to test, optimize, and improve digital programs over time. 

• Analyze campaign performance and customer behavior to recommend improvements. 

• Help operationalize customer success initiatives using tools such as Salesforce, Gainsight CX, Marketo, Braze, and Power BI. 

What We’re Looking For 

Required Qualifications 

• 3+ years of experience in Customer Success, Lifecycle Marketing, Customer Marketing, Digital Success, or Account Management in a SaaS or subscription-based business 

• Experience managing customer lifecycle campaigns and scalable engagement programs 

• Strong understanding of customer adoption, retention, churn reduction, and customer health 

• Experience with customer success and/or marketing automation tools such as Gainsight, Totango, ChurnZero, Marketo, and Salesforce. 

• Strong analytical skills with experience using data to drive decision-making 

• Excellent written and verbal communication skills 

• Highly organized and comfortable managing multiple programs simultaneously 

Preferred Qualifications 

• Experience in a B2B SaaS environment 

• Familiarity with customer segmentation, journey mapping, and lifecycle design 

• Experience with customer education programs 

• Background in campaign testing, reporting, and optimization 

• Experience working with product usage and customer health data 

• Specialization in either Adoption or Retention strategies a plus

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!