Customer Success Manager II, Scale

Overview

The Customer Success Manager, Scale is a key member of our Customer Experience team responsible for delivering meaningful outcomes across a large portfolio of customers through data-driven strategies and digital engagement. The role focuses on maximizing customer value, retention, and growth by levering automation, analytics, and proactive engagement at scale.

What You Will Do

• Manage a high-volume portfolio of customers (200-300) using standardized, digital-first engagement models.

• Execute scalable customer success programs across the customer lifecycle using digital tools, playbooks, and data insights.

• Leverage platforms such as Gainsight and Salesforce to deliver automated, journey-based outreach and proactively mitigate churn risk.

• Design and support one-to-many initiatives, including webinars, email campaigns, in-app messaging, digital communities, to drive production adoption and value creation.

• Collaborate cross-functionally with Marketing, Sales, Product, and Customer Communications to ensure alignment and consistency across the customer journey.

• Analyze customer health, product usage and behavioral data to identify trends, opportunities, and early warning signals.

• Gather and synthesize customer feedback through surveys and engagement touchpoints to inform product and experience improvements.

• Contribute to reporting and insights that demonstrate customer impact, identify growth opportunities, and refine scaled success strategies.

What We’re Looking For

• 2+ years of experience in Customer Success within a SaaS environment, preferably in a scaled or digital engagement model.

• Strong analytical and problem-solving skills with the ability to interpret data and translate insights into action.

• Excellent written and verbal communication skills; with the ability to engage customers through digital channels.

• Experience with Gainsight, Salesforce, or similar customer success and CRM platforms.

• Proven ability to manage multiple priorities and thrive in a collaborative, fast-paced environment.

• Familiarity with the customer journey frameworks and success metrics such as adoption, retention, and expansion.

• A proactive customer-first mindset and passion for leveraging technology to deliver value at scale.

• Bachelor’s degree in Business, Communications, or a related field (or equivalent experience).

Preferred Experience, Qualifications, and Skills

• 5+ years of experience in SaaS Customer Success, with a focus on scaled/digital engagement.

• Experience designing or optimizing digital engagement programs, automation workflows, or customer communication strategies.

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.