AvidXchange, Inc.
Customer Success Manager II, Scale
AvidXchange, Inc., Charlotte, North Carolina, United States, 28245
Charlotte, North Carolina, United States
Overview 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.
What We’re Looking For 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).
Preferred Experience, Qualifications, and Skills 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.
About AvidXchange AvidXchange is a leading provider of accounts payable (“AP”) automation software and payment solutions for middle-market businesses and their suppliers. By trade, we are a technology company, but if you ask anyone who works here, they’ll tell you our people are at the core of who we are. We focus on creating a culture of Diversity, Inclusion & Belonging, and are proud to be a safe place where teammates can bring their whole selves to work. At AvidXchange, mindset is everything . We are
Connected as People ,
Growth Minded , and
Customer Obsessed . Thesethree mindsets represent our culture – who weare, who we’ve always been, and they guide usto improve every day.Since our founding in 2000 in Charlotte, NC, we’ve created a company of over 1,600 teammates working across the U.S., or remotely. AvidXchange is proud to be Certified™ as aGreat 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®.
Who you are:
A go-getter with an entrepreneurial mindset – that meansyou arenot afraid of taking risks,winning bigorfacing the unknown.
Someone who understands that business ispeople centric. Connecting with others as humans first allows you to develop mutually beneficial working relationships.
Focused onmaking a difference for our customers. AvidXchange exists to help solve complex problems for our customers so we can all realize our potential.
What you’ll get:
18 days PTO*
11 Holidays (8companyrecognized & 3floatingholidays)
16 hours per year ofpaid Volunteer Time Off (VTO)
High Deductible Health Plan Option that has $0 monthly premium for teammate-only coverage
100% AvidXchange paid Life Insurance
100% AvidXchange paid Long-Term Disability
100% AvidXchange paid Short-Term Disability
Employee Assistance Program (EAP) - Providescounseling 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
BrightDimeFinancialWellnessTool, offeredfree toteammates
Perks at Work:free discount program that provides teammates the opportunity to save on items fromelectronics, movie tickets, car buying, vacations,andmore
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
AvidXchange is an equal opportunity employer. AvidXchange is committed to equal employment opportunity in accordance with applicable federal, state, and local laws. AvidXchange 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.
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Overview 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.
What We’re Looking For 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).
Preferred Experience, Qualifications, and Skills 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.
About AvidXchange AvidXchange is a leading provider of accounts payable (“AP”) automation software and payment solutions for middle-market businesses and their suppliers. By trade, we are a technology company, but if you ask anyone who works here, they’ll tell you our people are at the core of who we are. We focus on creating a culture of Diversity, Inclusion & Belonging, and are proud to be a safe place where teammates can bring their whole selves to work. At AvidXchange, mindset is everything . We are
Connected as People ,
Growth Minded , and
Customer Obsessed . Thesethree mindsets represent our culture – who weare, who we’ve always been, and they guide usto improve every day.Since our founding in 2000 in Charlotte, NC, we’ve created a company of over 1,600 teammates working across the U.S., or remotely. AvidXchange is proud to be Certified™ as aGreat 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®.
Who you are:
A go-getter with an entrepreneurial mindset – that meansyou arenot afraid of taking risks,winning bigorfacing the unknown.
Someone who understands that business ispeople centric. Connecting with others as humans first allows you to develop mutually beneficial working relationships.
Focused onmaking a difference for our customers. AvidXchange exists to help solve complex problems for our customers so we can all realize our potential.
What you’ll get:
18 days PTO*
11 Holidays (8companyrecognized & 3floatingholidays)
16 hours per year ofpaid Volunteer Time Off (VTO)
High Deductible Health Plan Option that has $0 monthly premium for teammate-only coverage
100% AvidXchange paid Life Insurance
100% AvidXchange paid Long-Term Disability
100% AvidXchange paid Short-Term Disability
Employee Assistance Program (EAP) - Providescounseling 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
BrightDimeFinancialWellnessTool, offeredfree toteammates
Perks at Work:free discount program that provides teammates the opportunity to save on items fromelectronics, movie tickets, car buying, vacations,andmore
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
AvidXchange is an equal opportunity employer. AvidXchange is committed to equal employment opportunity in accordance with applicable federal, state, and local laws. AvidXchange 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.
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