Customer Success Manager II (Timberscan)

AvidXchange, Inc.; Charlotte (NC); On-site; USD 70,000 - 100,000; Full time

Benefits offered by this job

18 days PTO

11 Holidays

401(k) Match: 100% on first 3% + 50% +

Parental Leave: 8 weeks 100% paid

Health benefits

Hybrid Workplace Flexibility

Job summary

AvidXchange is seeking a Customer Success Manager II to manage a portfolio of media customers in Charlotte, guiding onboarding, adoption, renewal, and expansion. You will conduct health checks and strategic discussions to monitor product utilization and ROI, while collaborating with product and support teams.

You will analyze usage trends, identify risk areas, and drive retention through proactive outcomes. AvidXchange emphasizes growth mindset and customer obsession across a hybrid work model.

Qualifications

• 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.
• 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.

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

Skills

CRM platforms

Gainsight

Account management

Customer success

Strategic relationship-building

Cross-functional collaboration

Tools

Gainsight

CRM software

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

What We’re Looking For

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

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. 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®.

Who you are

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.

What you’ll get

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.

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) - 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 *Fully granted from beginning of year, pro-rated if hired mid-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.