Senior Customer Success Manager

Job Overview

The Senior Customer Success Manager is a highly strategic role that is responsible for engaging with and acting as a trusted advisor to a portfolio of enterprise customers. In this role you will be tasked with building strong partnerships, driving adoption of our products/solutions, ensuring our customers realize value from their investment and acting as a leader within the Customer Experience team. Senior Customer Success Managers focus on retaining buyer customers by ensuring satisfaction with our products and services, enabling product adoption and hosting value centric engagements on a regular cadence with customers.

What you will do:

· 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 ·

What we are looking for:

· 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

Would be nice to have:

· Typically requires a University Degree or equivalent experience and minimum 5 years of prior relevant experience

· Customer Success experience, preferably in a SaaS company.

· Accounts payable experience

· Accounting system software experience

· Strong organization and time management skills

· Passionate about working with customers

· Strong consulting skills and proven results working as a trusted advisor to drive business value for clients or stakeholders

· Self-motivated, team-oriented, responsible and focused on exceeding client expectations

· Previous experience leading others or a team

· Ability to perform comfortably in a high-intensity deadline-oriented work environment is a must-have

· Track record of successfully leading complex projects on time, with proven results

• Depending on Customer Success Touch Model, up to 30% travel may be required

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
• 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.