Senior Customer Success Manager, Scale

AvidXchange, Inc.; United States; Hybrid; USD 70,000 - 110,000; Full time

Job summary

Join a dynamic and innovative company as a Senior Customer Success Manager. This role is pivotal in driving customer outcomes through data-driven strategies and proactive engagement. You'll oversee a diverse portfolio of clients, leveraging tools like Gainsight and Salesforce to enhance customer retention and growth. With a focus on collaboration across departments, you'll advocate for customer needs and provide valuable insights to leadership. If you're passionate about making a meaningful impact and thrive in a fast-paced environment, this opportunity is perfect for you.

Benefits

18 days PTO

11 Holidays

Paid Volunteer Time Off

401k Match up to 4%

Tuition Reimbursement

Onsite Health Clinic

Free parking

Hybrid Workplace Flexibility

Discounts on insurance

Onsite gym and fitness center

Qualifications

• 5+ years in SaaS Customer Success with strong analytical skills.
• Experience leading cross-functional initiatives and managing customer data.

Responsibilities

• Oversee customer engagement strategies and manage a high volume of customers.
• Collaborate with teams to align customer journeys with business objectives.

Skills

Analytical Skills

Customer Engagement

Project Management

Communication Skills

Education

Bachelor's Degree in Business

Tools

Salesforce

Gainsight

Job description

The Senior Customer Success Manager, Scale is responsible for managing a large portfolio of customers through data-driven strategies and digital engagement. This role focuses on driving customer outcomes at scale by leveraging automation, analytics, and proactive outreach to ensure retention, adoption, and growth.

What you will do:

• Oversee a high volume of customers and delivering engagement strategies by customer segment.
• Develop and execute standardized success programs across the customer journey, from onboarding through renewal.
• Utilize Gainsight to manage outreach at scale, executing time and trigger-based playbooks to mitigate churn risk and drive growth.
• Lead one-to-many customer success initiatives to deliver value across each customer segment.
• Collaborate cross-functionally with Marketing, Sales, Product, and Customer Communications teams to align the customer journey with AvidXchange’s business objectives and initiatives.
• Identify customer pain points at scale by leveraging data and proactively address potential issues to improve retention and adoption.
• Organize regular outreach to gather customer feedback and advocate for their needs within the organization.
• Provide insights to leadership, identifying trends, opportunities, and areas for improvement.

What we are looking for:

• Minimum 5 years' experience in scaled SaaS Customer Success.
• Strong analytical skills with the ability to interpret customer data and drive strategic decisions.
• Extensive experience being a departmental lead in cross-functional initiatives.
• Excellent communication and presentation skills for engaging with large customer groups.
• Experience with Salesforce and Gainsight.
• Ability to manage multiple projects, prioritize effectively, and work cross-functionally.
• Understanding of the customer journey and key success metrics.
• Proven ability to identify and act upon process improvement opportunities
• Bachelor's degree in Business or a related field preferred.

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:

AvidXchange teammates (we call them AvidXers) get the perks and prestige of a publicly traded 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, competitive benefits and equity options. 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.

• 18 days PTO*
• 11 Holidays (8companyrecognized & 3floatingholidays)
• 16 hours per year ofpaid Volunteer Time Off (VTO)
• High Deductible Heath 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
• 401k Matchup to 4%
• 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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