Director, Customer Success Management

Remote from: USA
Salary, yearly, USD: 149,844 - 224,766
Department: Customer Success
Employment type: Full Time,
Job posted: 26 May 2026
Apply before: 26 Jun 2026
Experience level: Director
Views / Applies: 12 / 2

About Avid

Transforming Media with Innovative Solutions

Computer Software
1987

AI Summary

This Director of Customer Success Management role leads and scales a CS team to drive retention, satisfaction, and growth. Responsibilities include strategic leadership, team development, customer engagement, revenue retention, process optimization, and acting as the voice of the customer. The ideal candidate has 8-10+ years in Customer Success or Account Management, with 3-5+ years in leadership, preferably in B2B SaaS. Strong analytical, communication, and cross-functional skills are essential. This is a remote position offering a competitive salary range of $149,844-$224,766 USD.

Role DNA

Job Complexity

Easy Hard

Pace & Pressure

Relaxed Fast-paced

Autonomy Level

Guided Full Ownership

Communication Load

Independent Highly Collaborative

AI Insight The role requires extensive experience (8-10+ years), leadership of a team, and strategic ownership of customer success outcomes, making it challenging but not the hardest.

Salary Analysis

AI Insight The offered salary range of $149,844-$224,766 is competitive and aligns with the market midpoint for Director-level Customer Success roles in the US. The median of $187,305 is slightly above the national average, reflecting the seniority and strategic nature of the position.

Key Skills

Customer Success Team Leadership B2B SaaS Retention Strategies Data Analysis Salesforce Gainsight Cross-functional Collaboration Revenue Growth Strategic Planning

Cover Letter Sample

Dear Hiring Manager,

I am excited to apply for the Director of Customer Success Management position at Avid. With over 10 years of experience in customer success and account management, including 5 years in leadership roles within B2B SaaS companies, I have a proven track record of driving retention, expansion, and customer satisfaction. I have successfully scaled CS teams, implemented tools like Gainsight and Salesforce, and developed strategies that increased Net Revenue Retention by 20% year-over-year.

I am particularly drawn to Avid's commitment to customer focus and innovation. My approach combines data-driven decision-making with empathetic relationship building, ensuring customers achieve their desired outcomes while contributing to business growth. I am eager to bring my expertise in team development, process optimization, and cross-functional collaboration to Avid.

Thank you for considering my application. I look forward to the possibility of contributing to Avid's success and would welcome the opportunity to discuss how my background aligns with your needs.

Sincerely,
[Your Name]

Possible Interview Questions

Can you describe your experience in developing and executing a customer success strategy that improved retention and expansion?

In my previous role as CS Director at a SaaS company, I implemented a tiered engagement model based on customer segmentation, which increased NRR by 15% and reduced churn by 10% within a year. I also introduced a quarterly business review process that identified upsell opportunities and strengthened executive relationships.

How do you approach mentoring and developing a team of Customer Success Managers?

I believe in individualized development plans, regular 1:1 coaching, and creating a culture of continuous learning. I establish clear career paths, provide opportunities for stretch assignments, and use data to identify skill gaps. For example, I launched a certification program that improved team productivity and job satisfaction.

Describe a time when you had to influence cross-functional teams without direct authority to drive a customer-centric change.

I worked with product and engineering to prioritize a feature requested by our top-tier customers. By presenting data on customer impact and potential revenue, I gained buy-in and the feature was delivered ahead of schedule, resulting in a 20% increase in customer satisfaction scores.

How do you use data and customer feedback to improve the customer journey?

I leverage tools like Gainsight to track health scores, adoption metrics, and NPS. I analyze trends and conduct exit interviews to identify pain points. For instance, I revamped the onboarding process after data showed a high drop-off rate, reducing time-to-value by 30%.

What KPIs do you consider most important for a Customer Success function, and how do you ensure they are met?

Key KPIs include Net Revenue Retention, customer churn rate, time-to-value, and customer satisfaction (CSAT). I set clear targets, monitor dashboards weekly, and conduct monthly reviews with the team. I also implement proactive outreach and escalation protocols to address risks early.

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 and customer-focused Director of Customer Success Management to lead and scale our Customer Success team. This role is responsible for driving customer retention, satisfaction, and long-term value through proactive engagement and relationship management. You will lead a team of Customer Success Managers (CSMs), design scalable success programs, and partner with cross-functional teams to ensure customer needs are met across the lifecycle.

Key Responsibilities:

Strategic Leadership:

Develop and execute a customer success strategy aligned with company goals for retention, expansion, and customer satisfaction.

Define key performance indicators (KPIs) and success metrics for the Customer Success function.

Team Management & Development:

Lead, mentor, and grow a high-performing Customer Success team.

Establish career paths and professional development plans for CSMs.

Customer Engagement:

Oversee onboarding, adoption, and renewal processes to ensure a seamless customer experience.

Foster strong relationships with key customers, serving as a senior escalation point when needed.

Revenue Retention & Growth:

Work closely with Sales, Product, and Marketing teams to identify upsell and cross-sell opportunities.

Ensure renewal targets and Net Revenue Retention (NRR) goals are met or exceeded.

Process & Systems Optimization:

Implement and improve customer success tools and systems (e.g., Gainsight, Salesforce).

Create scalable playbooks and success plans to support the customer journey.

Voice of the Customer:

Advocate for the customer internally by sharing feedback with product, engineering, and executive leadership.

Analyze customer data and trends to improve product adoption and customer experience.

Qualifications:

Bachelor’s degree in Business, Marketing, or related field (MBA preferred).

8–10+ years of experience in Customer Success, Account Management, or related field.

3–5+ years of experience in a leadership or management role.

Proven track record of driving customer satisfaction, retention, and expansion in a B2B SaaS or technology environment.

Strong interpersonal, communication, and presentation skills.

Experience with Customer Success platforms (e.g., Gainsight, Totango) and CRM systems (e.g., Salesforce).

Data-driven mindset with the ability to analyze KPIs and make informed decisions.

Experience scaling CS operations in a high-growth company.

Familiarity with customer segmentation, lifecycle marketing, and success planning.

Ability to work cross-functionally and influence without authority.

Think this role is a good fit for you? Apply now!

To know more about Avid, please check our career’s page.

Pay Range US: 149,844 – 224,766 USD
Pay Range Canada: 136,878 – 205,316 CAD

The salary range shown reflects the company’s good faith full target range for this position at the time of posting. The company may update or modify this range at any time and endeavors to keep this posting current. Compensation decisions are based on factors including geographic location, experience, skills, education, and business needs. While the full range is posted for transparency, offers are typically made within the lower to middle portion of the range.

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