Overview

The Customer Success Manager serves as the primary point of contact for a scaled portfolio of small to medium-sized customers, guiding them through onboarding, adoption, renewal, and expansion. This role builds strong, lasting relationships, ensures customer satisfaction, and identifies opportunities for growth. The Customer Success Manager acts as a trusted advisor, advocates for customers internally, and helps them achieve their desired outcomes.

What You’ll Do

Act as the main point of contact for small to medium-sized media customers, fostering strong and lasting relationships

Guide customers through their journey, including onboarding, adoption, renewal, and expansion, ensuring continuity and trust

Regularly engage with customers to understand their needs, goals, and challenges, and align solutions to demonstrate value

Conduct routine check-ins and business reviews to ensure customer satisfaction and product utilization

Serve as a customer advocate internally by collaborating with relevant teams to address feedback, troubleshoot issues, and implement solutions

Monitor customer health metrics, proactively identifying risks and implementing retention strategies

Identify opportunities for account expansion, including upselling and cross-selling

Deliver product training and support to help customers achieve desired outcomes

Develop a deep understanding of company products and services to effectively educate customers and serve as a trusted advisor

Maintain accurate records of customer interactions, updates, and feedback in the CRM system

What We’re Looking For

Excellent communication and interpersonal skills with a customer-first mindset

Strong problem-solving skills with the ability to think strategically

Proficiency in CRM software and a basic understanding of customer success metrics; experience with CS platforms (e.g., Gainsight) preferred

Enthusiasm for technology and eagerness to learn about the company’s offerings

Ability to manage multiple tasks and prioritize effectively

Minimum 2 years of experience in customer success, account management, or a related field

About Avid Xchange:

Avid Xchange 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. At Avid Xchange, 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 1,500 teammates working across the U.S., or remotely. Avid Xchange 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 Avid Xchange 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. Avid Xchange exists to help solve complex problems for our customers so we can all realize our potential.

What you’ll get:

Avid Xchange teammates (we call them Avid Xers) get the perks and prestige of a growing tech company paired with the flexibility of a founder-led startup. We help our Avid Xers develop as professionals and as human beings, providing work/life balance, development programs, and competitive benefits. At Avid Xchange, 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.

Avid Xers 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% Avid Xchange paid Dental Base Plan Coverage

• 100% Avid Xchange paid Life Insurance

• 100% Avid Xchange paid Long-Term Disability

• 100% Avid Xchange 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 Avid Xchange

• Discounts on Pet, Home, and Auto insurance

• Wee Care 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:

Avid Xchange is an equal opportunity employer. Avid Xchange is committed to equal employment opportunity in accordance with applicable federal, state, and local laws. Avid Xchange 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.