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SalaryOverview:
As the Senior Manager of Customer Success, you will play a pivotal role in driving the success and satisfaction of our customers. You will lead a team responsible for retention and adoption strategies, ensuring that our clients maximize the value of our products/services. Your strategic mindset, leadership abilities, and customer-centric approach will be crucial in maintaining strong relationships and fostering growth opportunities within our customer base.
Responsibilities:
- Lead, mentor, and manage a team of Customer Success professionals, fostering a culture of excellence, collaboration, and customer-centricity.
- Provide guidance, support, and training to ensure the team achieves retention and adoption goals effectively.
- Develop and execute strategies to enhance customer retention rates, reducing churn and increasing overall customer lifetime value.
- Analyze customer data, feedback, and trends to identify areas for improvement and implement proactive retention initiatives.
- Work cross-functionally with sales, marketing, and product teams to align strategies that contribute to customer satisfaction and loyalty.
- Drive product adoption by creating tailored onboarding processes, training programs, and resources to educate customers on product features and best practices.
- Collaborate with the product development team to gather customer feedback and advocate for enhancements or new features that improve user experience and adoption.
- Cultivate strong relationships with key stakeholders and decision-makers among our client base, acting as a trusted advisor to understand their needs, challenges, and objectives.
- Advocate for customers internally, ensuring their voice is heard across various departments to drive improvements and address concerns promptly.
- Establish and monitor KPIs and metrics related to Customer Success, regularly reporting on team performance, customer health, and retention initiatives' effectiveness.
- Utilize data-driven insights to assess and refine strategies, optimizing Customer Success operations.
Experience & Qualifications:
- Bachelor's degree in Business Administration, Marketing, or a related field; Master's degree preferred.
- Proven experience (5+ years) in leading Customer Success management or similar role within a B2B or SaaS environment.
- Strong leadership and team management skills with the ability to motivate and develop high-performing teams.
- Excellent communication, presentation, and interpersonal skills to engage with stakeholders at various levels.
- Analytical mindset with proficiency in leveraging customer data and CRM tools (Salesforce.com) to drive informed decisions.
- Demonstrated success in implementing Customer Success strategies that lead to increased retention and adoption rates.
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.
