Customer Success Manager II

Overview

The Customer Success Manager II manages a portfolio of small to medium-sized media customers, acting as a trusted advisor and strategic partner. This role drives customer adoption, retention, and expansion while proactively identifying opportunities to deliver value and influence product strategy. The CSM II collaborates closely with cross‑functional teams to resolve issues, implement solutions, and ensure a seamless customer experience.

• Act as the primary point of contact for a portfolio of small to medium-sized media customers, building long‑term, strategic relationships
• Guide customers through onboarding, adoption, renewal, and expansion, ensuring alignment with their goals and objectives
• Conduct business reviews, health checks, and strategic discussions to monitor satisfaction, product utilization, and adoption trends
• Serve as a customer advocate internally, collaborating with Product, Support, Onboarding, and other teams to address feedback and implement solutions
• Monitor customer health metrics and proactively identify risks, designing retention strategies and interventions
• Identify opportunities for account growth, including upselling, cross‑selling, and driving expansion initiatives
• Deliver advanced product training, thought leadership, and best practices to help customers achieve outcomes and maximize ROI
• Analyze trends, adoption patterns, and feedback to provide insights and recommendations to leadership and product teams
• Maintain accurate records of interactions, updates, and outcomes in CRM and customer success platforms

• Excellent communication, interpersonal, and relationship‑building skills with a customer‑first mindset
• Strong strategic thinking, problem‑solving, and analytical skills
• Proficiency in CRM and customer success platforms (e.g., Gainsight) and familiarity with success metrics
• Experience managing multiple accounts and priorities in a fast‑paced environment
• Minimum 3–5 years of experience in customer success, account management, or a related field
• Ability to influence internal teams and drive cross‑functional alignment to deliver customer value
• Enthusiasm for technology and commitment to continuous learning about products and solutions

• Avid Xers enjoy:
  • 18 days PTO*
  • 11 Holidays (8 company recognized & 3 floating holidays)
  • 16 hours per year of paid Volunteer Time Off (VTO)
  • Competitive Healthcare
    • High Deductible Health Plan Option that has $0 monthly premium for teammate‑only coverage
    • 100% Avid Xchange paid Dental Base Plan Coverage
    • 100% Avid Xchange paid Life Insurance
    • 100% Avid Xchange paid Long‑Term Disability
    • 100% Avid Xchange paid Short‑Term Disability
    • Employee Assistance Program (EAP) – providing counseling services, legal and financial consultations and health advocacy for teammates and their eligible dependents
    • Onsite Health Clinic with Atrium Health – available to teammates and their eligible dependents
  • 401(k) Match: 100% match on the first 3% of your salary, plus 50% match on the next 2%
  • Parental Leave: 8 weeks 100% paid by Avid Xchange**
  • Discounts on Pet, Home, and Auto insurance
  • Wee Care Childcare Service: helps teammates find affordable daycare, childcare, and tutors 40% less expensive than traditional daycare centers
  • Perks at Work: free discount program that provides teammates the opportunity to save on items from electronics, movie tickets, car buying, vacations, and more
  • Onsite gym fitness center, yoga studio, and basketball court
  • Tuition Reimbursement up to the federal maximum of $5,250***
  • Hybrid Workplace Flexibility
  • Free parking

* Fully granted from beginning of year, pro‑rated if hired mid‑year

** Must be full‑time for at least 3 months

*** Must be full‑time for at least one year

Avid Xchange is an equal opportunity employer. Avid Xchange is committed to equal employment opportunity in accordance with applicable federal, state, and local laws. Avid Xchange will not discriminate against applicants for employment on any legally recognized basis. This includes, but is not limited to veteran status, race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, age and physical or mental disability.