Customer Success Manager II, Scale

AvidXchange, Inc.•Charlotte, NC

1d•Hybrid

About The Position

The Customer Success Manager, Scale is a key member of our Customer Experience team responsible for delivering meaningful outcomes across a large portfolio of customers through data-driven strategies and digital engagement. The role focuses on maximizing customer value, retention, and growth by levering automation, analytics, and proactive engagement at scale. What You Will Do Manage a high-volume portfolio of customers (200-300) using standardized, digital-first engagement models. Execute scalable customer success programs across the customer lifecycle using digital tools, playbooks, and data insights. Leverage platforms such as Gainsight and Salesforce to deliver automated, journey-based outreach and proactively mitigate churn risk. Design and support one-to-many initiatives, including webinars, email campaigns, in-app messaging, digital communities, to drive production adoption and value creation. Collaborate cross-functionally with Marketing, Sales, Product, and Customer Communications to ensure alignment and consistency across the customer journey. Analyze customer health, product usage and behavioral data to identify trends, opportunities, and early warning signals. Gather and synthesize customer feedback through surveys and engagement touchpoints to inform product and experience improvements. Contribute to reporting and insights that demonstrate customer impact, identify growth opportunities, and refine scaled success strategies.

Requirements

2+ years of experience in Customer Success within a SaaS environment, preferably in a scaled or digital engagement model.
Strong analytical and problem-solving skills with the ability to interpret data and translate insights into action.
Excellent written and verbal communication skills; with the ability to engage customers through digital channels.
Experience with Gainsight, Salesforce, or similar customer success and CRM platforms.
Proven ability to manage multiple priorities and thrive in a collaborative, fast-paced environment.
Familiarity with the customer journey frameworks and success metrics such as adoption, retention, and expansion.
A proactive customer-first mindset and passion for leveraging technology to deliver value at scale.
Bachelor’s degree in Business, Communications, or a related field (or equivalent experience).

Nice To Haves

5+ years of experience in SaaS Customer Success, with a focus on scaled/digital engagement.
Experience designing or optimizing digital engagement programs, automation workflows, or customer communication strategies.

Responsibilities

Manage a high-volume portfolio of customers (200-300) using standardized, digital-first engagement models.
Execute scalable customer success programs across the customer lifecycle using digital tools, playbooks, and data insights.
Leverage platforms such as Gainsight and Salesforce to deliver automated, journey-based outreach and proactively mitigate churn risk.
Design and support one-to-many initiatives, including webinars, email campaigns, in-app messaging, digital communities, to drive production adoption and value creation.
Collaborate cross-functionally with Marketing, Sales, Product, and Customer Communications to ensure alignment and consistency across the customer journey.
Analyze customer health, product usage and behavioral data to identify trends, opportunities, and early warning signals.
Gather and synthesize customer feedback through surveys and engagement touchpoints to inform product and experience improvements.
Contribute to reporting and insights that demonstrate customer impact, identify growth opportunities, and refine scaled success strategies.

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