Customer Success Manager I - Scale

AvidXchange•Charlotte, NC

1d•Hybrid

About The Position

The Customer Success Manager serves as the primary point of contact for a scaled portfolio of small to medium-sized customers, guiding them through onboarding, adoption, renewal, and expansion. This role builds strong, lasting relationships, ensures customer satisfaction, and identifies opportunities for growth. The Customer Success Manager acts as a trusted advisor, advocates for customers internally, and helps them achieve their desired outcomes. At AvidXchange, mindset is everything . We are Connected as People , Growth Minded , and Customer Obsessed . These three mindsets represent our culture – who we are, who we’ve always been, and they guide us to improve every day. Since our founding in 2000 in Charlotte, NC, we’ve created a company of over 1,500 teammates working across the U.S., or remotely. AvidXchange is proud to be Certified™ as a Great Place to Work ®. The prestigious recognition is based on anonymous data from our teammates and makes official what our teammates have known for years – that AvidXchange is a Great Place to Work®. A go-getter with an entrepreneurial mindset – that means you are not afraid of taking risks, winning big or facing the unknown. Someone who understands that business is people centric. Connecting with others as humans first allows you to develop mutually beneficial working relationships. Focused on making a difference for our customers. AvidXchange exists to help solve complex problems for our customers so we can all realize our potential. AvidXchange teammates (we call them AvidXers) get the perks and prestige of a growing tech company paired with the flexibility of a founder-led startup. We help our AvidXers develop as professionals and as human beings, providing work/life balance, development programs, and competitive benefits. At AvidXchange, we are building more than a tech company – we are building an experience. We remain committed to a culture where you can fully be 'you’ – connected with others, chasing big goals, and making a meaningful impact. If you want to help us grow while realizing your potential and creating stories you’ll tell for years, you’ve come to the right place.

Requirements

Excellent communication and interpersonal skills with a customer-first mindset
Strong problem-solving skills with the ability to think strategically
Proficiency in CRM software and a basic understanding of customer success metrics; experience with CS platforms (e.g., Gainsight) preferred
Enthusiasm for technology and eagerness to learn about the company’s offerings
Ability to manage multiple tasks and prioritize effectively
Minimum 2 years of experience in customer success, account management, or a related field

Responsibilities

Act as the main point of contact for small to medium-sized media customers, fostering strong and lasting relationships
Guide customers through their journey, including onboarding, adoption, renewal, and expansion, ensuring continuity and trust
Regularly engage with customers to understand their needs, goals, and challenges, and align solutions to demonstrate value
Conduct routine check-ins and business reviews to ensure customer satisfaction and product utilization
Serve as a customer advocate internally by collaborating with relevant teams to address feedback, troubleshoot issues, and implement solutions
Monitor customer health metrics, proactively identifying risks and implementing retention strategies
Identify opportunities for account expansion, including upselling and cross-selling
Deliver product training and support to help customers achieve desired outcomes
Develop a deep understanding of company products and services to effectively educate customers and serve as a trusted advisor
Maintain accurate records of customer interactions, updates, and feedback in the CRM system

Benefits

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 Heath Plan Option that has $0 monthly premium for teammate-only coverage
100% AvidXchange paid Dental Base Plan Coverage
100% AvidXchange paid Life Insurance
100% AvidXchange paid Long-Term Disability
100% AvidXchange paid Short-Term Disability
Employee Assistance Program (EAP) - Provides 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 AvidXchange
Discounts on Pet, Home, and Auto insurance
WeeCare 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