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