Customer Success Manager II
AvidXchange, Inc.•Charlotte, NC
•Hybrid
About The Position
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.
Requirements
- 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
Nice To Haves
- 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.
Responsibilities
- 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
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
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
Upload and Match Resume
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
