Customer Communications Manager II

Overview

 As a Level 2 Customer Communications Manager, you will be responsible for executing high-quality, customer-facing communications that support our Scaled Customer Success strategy. This role is essential to driving targeted communication initiatives aligned to customer lifecycle stages, industry verticals, and churn risk factors—enabling meaningful engagement at scale. Additionally, the content developed in this role will serve as a valuable resource for our Enterprise Customer Success team, equipping them with timely, relevant messaging to deepen relationships and deliver greater value to our most strategic customers.

You will collaborate cross-functionally with teams such as Customer Success, Product, Marketing, and Customer Experience to ensure communication efforts are targeted, relevant, and aligned with strategic business goals. In addition, you will contribute to the continuous improvement of communication tools, templates, and processes to enable repeatable and scalable outreach that drives product adoption, customer engagement, and retention.

What you will do:

• Plan, draft, and execute customer communications that support the scaled Customer Success journey leveraging Gainsight —including lifecycle campaigns, feature education, renewal nudges, and product updates.
• Tailor content based on customer segments, behavioral triggers, and lifecycle stages to create relevant and timely outreach.
• Collaborate cross-functionally with Customer Success, Product Marketing, Product Management, and Enablement to gather insights and validate messaging.
• Ensure alignment with brand, voice, tone, and compliance standards across all communications.
• Continuously optimize communication processes, templates, and delivery workflows to support scalability.
• Document playbooks and best practices for customer communications tied to scaled success initiatives.
• Leverage tools like CMS platforms, campaign automation tools, and project management systems (e.g., Monday.com) to execute and track campaigns efficiently.
• Measure communication performance (e.g., open rates, engagement, conversion) and recommend improvements based on insights.

What we are looking for:

• Bachelor’s degree in Communications, Marketing, Business, or related discipline.
• 3+ years of experience in a customer communications, content marketing, customer success, or lifecycle marketing role preferred.
• Demonstrated success in delivering structured, customer-facing communications at scale.
• Excellent writing, editing, and verbal communication skills.
• High attention to detail, accuracy, and tone.
• Proactive problem-solver with strong organizational and prioritization skills.
• Experience working in cross-functional environments with tight deadlines.
• Familiarity with communication tools such as Salesforce Marketing Cloud, HubSpot, CMS platforms, and email analytics.
• Comfort working in an evolving, fast-paced environment with a bias toward action.

What Success Looks Like:

• Scalable communications that enable lifecycle engagement for thousands of customers.
• Enhanced digital CS programs that extend the reach and effectiveness of Customer Success.
• Increased retention and product adoption through timely, value-driven outreach.
• Operational excellence in communication processes that support scale and repeatability.

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 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 

**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.