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Senior Manager of Customer Success



Customer Service, Sales & Business Development
Framingham, MA, USA
Posted on Tuesday, May 16, 2023
FastPay, 200 Crossing Blvd., Framingham, Massachusetts, United States of America Req #4675
Monday, May 15, 2023

AvidXchange is hiring a Senior Manager, Customer Success to lead the Media vertical customer success iniaitive. The Senior Manager, Customer Success will report to the VP, Customer Success and provide a proactive, programmatic, and a long term vision of the client’s journey with AvidXchange while ensuring a best in class Customer Success framework is executed. This role will focus on leading the Customer Success team and the growth and retention of media buyers and suppliers, developing strong C level relationships with top enterprise accounts, and ensuring proper resource alignment to business needs.


  • Provide executive oversight for the CSM team; including new customer assignments

  • Align CSMs to partner with Sales to help ensure renewals and expansion opportunities are identified and closed successfully

  • Oversee the customer lifecycle to proactively drive adoption and ensure ongoing client satisfaction and retention

  • Partner with Marketing to identify successful customers and turn them into advocates

  • Hold weekly 1:1’s with teammates to ensure customer growth and retention actvities are on track to meet revenue goals

  • Lead monthly customer deep dive meetings and MBRs with internal stakeholders

  • Ensure swift resolution of customer issues, by leveraging resources from cross-functional teams within Avid

  • Support CSMs in Media contract renewals

  • Serve as approver for all monthly and quarterly customer reporting

  • Lead, motivate and develop team of CSMs who drive business value with customers


  • An analytical and metrics-driven work style

  • Creative, resourceful, detail-oriented, and highly organized

  • Excellent communication and presentation skills

  • Proven customer management skills with large and complex accounts

  • Accountability for driving revenue through customer expansion (referals and cross-sells)

  • 5 years customer success management/leadership working with enterprise customers

  • Experience working with advertising agencies and corporate clients

  • experience

  • Knowledge of media and media buying

  • Willingness to travel (~30% of the time)

  • Conflict resolution and negotiations skills

  • Light saber and suit of armour a plus

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.

Our Teammates Enjoy:

  • Unlimited 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
  • 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
  • Tuition Reimbursement up to the federal maximum of $5,250**
  • Hybrid Workplace Flexibility
  • Free parking

*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.

Other details

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