At a Glance
- Tasks: Manage and grow relationships with high-value customers, driving success and measurable outcomes.
- Company: A passionate company focused on customer success and innovative solutions.
- Benefits: Remote work, competitive salary, and opportunities for professional growth.
- Other info: Join a dynamic team of enthusiastic over-achievers in a fast-paced environment.
- Why this job: Be a strategic partner and make a real impact on customer success.
- Qualifications: 5-7 years in Customer Success or Account Management, strong communication skills.
The predicted salary is between 60000 - 80000 £ per year.
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 an Enterprise Customer Success Manager (CSM) to manage and grow relationships with high-value customers, driving measurable outcomes and long-term success. In this role, you will lead onboarding, accelerate adoption, and develop success strategies aligned to customer business objectives. As an Enterprise CSM, you will operate as a strategic partner to both operational and mid-to-senior level stakeholders, guiding customers toward best practices and value realization. You will collaborate cross-functionally to ensure a seamless customer experience while identifying opportunities for retention and growth. This role is ideal for someone who combines strong execution with emerging strategic thinking and is ready to operate with greater ownership across complex accounts.
Responsibilities
- Customer Strategy & Value Delivery
- Develop and execute customer success plans aligned to business goals, use cases, and desired outcomes.
- Lead onboarding and adoption initiatives to accelerate time-to-value and deepen product utilization.
- Build a strong understanding of customer workflows, priorities, and KPIs to guide effective solution usage.
- Relationship Management
- Build and maintain relationships with key stakeholders across business and technical teams.
- Lead regular business reviews (QBRs) and customer touchpoints to track progress, align on goals, and demonstrate value.
- Act as a trusted advisor by proactively identifying challenges and recommending solutions.
- Retention, Expansion & Renewals
- Partner with Sales and Account teams to identify expansion opportunities and support account growth.
- Monitor account health, identify risks early, and execute mitigation strategies to support retention.
- Contribute to renewal planning by reinforcing value realization and aligning on future goals.
- Cross-Functional Collaboration
- Work closely with Product, Support, and Services teams to resolve issues and improve the customer experience.
- Provide structured customer feedback to inform product improvements and roadmap discussions.
- Contribute to improving internal processes and playbooks that scale Customer Success efforts.
- Data & Insights
- Analyze usage data, adoption trends, and KPIs to identify risks and opportunities.
- Deliver actionable insights and recommendations to customers based on data.
- Support customers in measuring ROI and business impact from solutions.
Qualifications
- Bachelor’s degree or equivalent experience required
- 5–7+ years of Customer Success, Account Management, or related experience
- Experience managing mid-to-large enterprise or complex accounts
- Strong communication and presentation skills, with experience engaging multiple stakeholder levels
- Ability to translate customer goals into actionable success plans
- Proficiency with tools such as Salesforce, Gainsight, or similar platforms
- Demonstrated ability to drive adoption, retention, and customer satisfaction
- Self-starter who can manage multiple accounts and priorities with moderate autonomy
- Background in Media & Entertainment or familiarity with content creation workflows is a plus
If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!
Enterprise Customer Success Manager employer: Avid
Join a vibrant company where passion and customer focus drive everything we do! As an Enterprise Customer Success Manager, you'll thrive in a collaborative environment that values your strategic insights and fosters professional growth. With a commitment to employee development and a culture that celebrates success, you'll have the opportunity to make a meaningful impact while working with enthusiastic teams dedicated to delivering exceptional customer experiences.
StudySmarter Expert Advice🤫
We think this is how you could land Enterprise Customer Success Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Avid. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Avid before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Enterprise Customer Success Manager
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Avid:Your cover letter is your chance to shine! Tell us why you want to work at Avid specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Avid!
How to prepare for a job interview at Avid
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
