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Manager of Customer Success



Customer Service, Sales & Business Development
Charlotte, NC, USA
Posted on Wednesday, May 3, 2023
AvidXchange Charlotte NC, 1210 AvidXchange Ln., Charlotte, North Carolina, United States of America Req #4649
Wednesday, May 3, 2023

The Manager of Customer Success role is responsible for managing, cultivating and supporting talent within the Customer Success team, as well as fulfilling Customer Success’ mission and vision. Managers of Customer Success are expected to lead a team of talented and ambitious Customer Success Managers while defining scalable processes and using data analytics to help our customers reach their desired business outcomes. You’ll be leading the charge in implementing processes, metrics, analytics and recommendations for increasing the value that customers derive from our products and services. Managers of Customer Success will have direct responsibility for the day-to-day operations of the team - including situational coaching, escalating and resolving customer issues and inspiring team members to achieve high performance.
Job Responsibilities

Manage, lead and motivate four or more direct reports while creating pathways for their career development.
Direct team efforts to manage customer adoption, retention, customer satisfaction and annual recurring revenue.
Help define and apply operational metrics to measure effectiveness of team processes and activities.
Coach teammates to drive customer success strategies and to achieve evolving organizational goals.
Lead and facilitate Customer Success’ internal, cross-functional continuous learning/improvement programs.
Represent Customer Success within cross functional initiatives.
Roll up your sleeves to help the team solve problems, work through customer challenges and amplify success.
Create content for and conduct continual education trainings with existing teammates.
Facilitate new hire trainings and job shadowing during onboarding.
Synthesize and facilitate communicating cross-customer trends in feedback, escalations, and product or service improvements to Senior Leadership.
Serve as a coach and an escalation path when direct reports are conducting customer de-escalations
Required Experience, Qualifications, and Skills
Minimum one year managing direct reports
Minimum five or more years of customer management experience, preferably in Software as a Service Solution, Cloud and Subscription based products
Proficiency in managing teams to consistently meet key performance indicators (KPI’s).
Comfortable managing customer escalations and working cross-functionally to meet customer expectations
Proven ability to identify and act upon process improvement opportunities
Proven track record of successfully managing complex projects
Documented success in working cross-functionally to achieve shared goals
Passion for customers success, both internal and external
Preferred Experience, Qualifications, and Skills
Three or more years of experience leading customer facing teams
Typically requires a University Degree or equivalent experience and minimum 7 years prior relevant experience
Experience leading a team of more than five direct reports.
Comfortable presenting team analytics to senior leadership monthly
Skilled in creating, organizing and leading process improvement initiatives
Ability to perform comfortably in a high-intensity deadline-oriented work environment is a must-have

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. 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 1,600 teammates working in one of our 5 offices 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 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.

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 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
  • Retirement 401k Match up to 4%
  • Parental Leave: 8 weeks 100% paid by AvidXchange***
  • Discounts on Pet, Home, and Auto insurance
  • BrightDime Financial Wellness Tool, offered free to teammates
  • 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

**Charlotte location only

***Must be full-time for at least 3 months
****Charlotte location only
*****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.

Other details

  • Job Family Customer Service and Operations
  • Job Function Customer Relationship Management
  • Pay Type Salary
  • Employment Indicator Management