AvidXchange, Inc. · 7 hours ago
Senior Customer Success Manager
United States
Full-time
Remote
Senior Level
5+ years expAvidXchange, Inc. is a leading provider of accounts payable automation software and payment solutions for middle-market businesses. The Senior Customer Success Manager is responsible for engaging with enterprise customers, driving product adoption, ensuring customer satisfaction, and acting as a trusted advisor to enhance customer value and retention.
FinTechPaymentsSaaSTransaction Processing
Responsibilities
Build and maintain lasting relationships with a set book of business
Facilitate business reviews, value check-ins, and other customer touch points
Monitor and manage customer adoption, retention, and annual recurring revenue
Work cross-functionally to drive resolution to customer escalations and identify patterns and processes to help solve root causes of systematic issues
Conduct product and process trainings for assigned customers on an as needed basis
Identify opportunities for product optimization sessions
Act as lead representative for the customer and Customer Experience in key cross functional initiatives
Create, organize and lead process improvement initiatives within Customer Success
Be the voice of the customer – synthesize, facilitate, and present cross-customer trends in feedback, escalations, and enhancement requests to Customer Advocacy and other cross functional leaders
Create customer success plans for new and existing buyers to ensure customer satisfaction and retention
Proactively create content for and conduct education trainings with existing teammates
Scope opportunities with assigned customers and pass those opportunities to the Strategic Sales team
Drive retention growth in book of business through key consultative conversations and identification through use of data analytics and portal usage analysis
Qualification
Required
Minimum 5 years customer management experience, preferably in Software as a Service Solution, Cloud and Subscription based products
Extensive experience being a departmental lead in cross-functional initiatives
Proven ability to identify and act upon process improvement opportunities
Demonstrated high level of skill in organization and prioritization in a fast-paced environment
Experience using Salesforce.com Excel and Microsoft Suite to influence customer behavior to drive business objectives with key decision makers
Strong written and verbal consultative communication skills
Experience in successfully managing complex projects, internal or client facing, including being comfortable having to engage with senior business leaders
Comfortable and proficient with managing conflict and working with diverse populations at all levels
Extensive experience creating project management and prioritization plans
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
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
Company
AvidXchange, Inc.
We are a leading provider of accounts payable automation software and payment solutions for mid-market businesses and their suppliers.
1001-5000 employees
Funding
Current Stage
Public CompanyTotal Funding
$1.13BKey Investors
CorpaySixth StreetFifth Third Bank
2025-05-06Corporate Round
2025-05-06Acquired
2021-10-13IPO
Leadership Team
Michael Praeger
Co-Founder, Chairman, and Chief Executive Officer
Boyce Adams
Senior Vice President
Recent News
GlobalFinTechSeries
2025-12-30
2025-12-17
Crowdfund Insider
2025-11-10
Company data provided by crunchbase