Customer Success Manager II

Avidxchangeinc; Charlotte (NC); Hybrid; USD 65,000 - 85,000; Full time

Benefits offered by this job

18 days PTO

Competitive Healthcare

401(k) Match

Tuition Reimbursement

Hybrid Workplace Flexibility

Onsite gym fitness center

Discounts on Pet, Home, and Auto insurance

Job summary

Avidxchangeinc in Charlotte, North Carolina, is seeking a Customer Success Manager II to oversee a portfolio of media customers. You will drive customer adoption and retention, engaging closely with cross-functional teams to address issues and implement proactive solutions.

The ideal candidate possesses 3–5 years of experience in customer success, showcasing excellent communication skills and proficiency in CRM platforms. This position offers hybrid work flexibility and numerous benefits, including paid time off and health insurance.

Qualifications

• 3–5 years of experience in customer success or account management.
• Ability to manage multiple accounts effectively.
• Experience in analyzing customer metrics.

Responsibilities

• Manage portfolio of small to medium-sized media customers.
• Guide customers through onboarding and adoption processes.
• Identify opportunities for account growth and upselling.

Skills

Excellent communication

Relationship-building skills

Strategic thinking

Problem-solving skills

Analytical skills

CRM platform proficiency

Account management

Education

3–5 years in customer success or related field

Tools

Gainsight

Job description

Overview

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.

What You’ll Do

• 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

Who You Are

• 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

Benefits

• AvidXers enjoy:
  • 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 Health 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) – providing 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

*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

Equal Employment Opportunity

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.