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Customer Experience Program Manager

Charlotte, North Carolina, United States

At AvidXchange, we believe that creating outstanding customer experiences is essential to fulfilling our mission: empowering businesses through smarter, more efficient financial operations. As we scale and evolve, our ability to deeply understand customer sentiment—and act on it—is more important than ever. 

 

We are seeking a Customer Experience Program Manager to help us capture the voice of our customers and drive insight-led improvements across the full customer lifecycle. This role will lead our NPS program and expand to include critical experience metrics such as Customer Support CSAT, Customer Onboarding CSAT, Customer Success CSAT and Product Satisfaction.  

A key component of this role is partnering closely with cross-functional teams and holding stakeholders accountable for executing on insights and action plans. You’ll play a central role in embedding customer feedback into business decisions and ensuring we deliver experiences that foster loyalty, retention, and advocacy. 

 

WHAT YOU’LL DO 

  • Own and evolve our NPS program – including delivery, measurement, analysis, and response strategy. 

  • Expand feedback coverage to include Support CSAT, Onboarding CSAT, and Product CSAT metrics. 

  • Analyze customer sentiment trends and translate them into actionable recommendations that improve customer outcomes. 

  • Deliver insights to business leaders, including root cause identification and prioritization of experience improvements. 

  • Partner with cross-functional teams (Customer Care, Success, Onboarding, Product, Marketing, and more) to embed customer voice in both strategic and operational decision-making. 

  • Establish reporting cadences that drive accountability and transparency across customer journey touchpoints. 

  • Continuously optimize customer listening systems and tools for scalability and impact. 

 

WHAT WE’RE LOOKING FOR 

We are looking for a motivated, detail-oriented, and highly collaborative program leader who can bring structure to customer feedback—and inspire action from it. 

 

Key Qualifications: 

  • 4+ years of experience in Customer Experience, Customer Success, or Service Operations within a SaaS or technology-driven organization. 

  • Proven success building and owning NPS, CSAT, or VoC programs at scale. 

  • Strong analytical skills and the ability to connect insights to measurable business outcomes. 

  • Excellent communication skills, including experience presenting to senior leaders. 

  • Cross-functional leadership and stakeholder management experience. 

  • Hands-on experience with systems such as Salesforce, Gainsight, AskNicely, and other customer feedback or business intelligence platforms. 

  • A bias for action and a willingness to “roll up your sleeves” to execute. 

 

WITHIN ONE MONTH, YOU’LL: 

  • Begin 1:1’s with your manager, understand your 30-60-90 plan, meet & shadow current members  

  • Set your OKRs (Objectives and Key Results) with your manager and develop an action plan to achieve them. 

  • Meet key partners in Customer Success, Renewals, Customer Support, Customer, Customer Onboarding, Education, Product, etc. - they will be key stakeholders in the customer experience. 

  • Start building the process for delivering, measuring and responding to customer NPS scores and feedback. 

 

WITHIN THREE MONTHS, YOU’LL: 

  • Document the process for delivering, collecting, measuring and responding to customer NPS scores and feedback 

  • Review customer feedback and report on trends for each department. 

  • Partner with your leader on understanding the customer journey and how NPS can help improve the overall experience.  

 

WITHIN SIX MONTHS, YOU’LL: 

  • Begin reviewing the process for collecting NPS for areas to optimize and refine. 

  • Build a plan to improve NPS scores and customer response rate. 

  • Continue to focus on your OKRs. 

 

WITHIN TWELVE MONTHS, YOU’LL: 

  • Establish an ongoing process to optimize the NPS program and identify ways to innovate. 

  • Be a key member on the Customer Experience team and take on new programs related to improving the customer experience through understanding the customer journey. 

 

EXPANDED RESPONSIBILITIES: 

In addition to NPS, you will begin expanding our feedback ecosystem to include Support CSAT, Onboarding CSAT, and Product CSAT. You will work with respective stakeholders to define survey strategy, delivery cadence, reporting methodology, and accountability loops—ensuring these programs provide timely, actionable insights that drive continuous improvement across each stage of the customer lifecycle. 

 

 

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
  • 401(k) Match: 100% match on the first 3% of your salary, plus 50% match on the next 2%
  • 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. 

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