Manager Digital Customer Success

### **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.  **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 _If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us__!_