Job Opportunities API

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., Gainsigh t ). • 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 !