Customer Success Manager II, Scale

Charlotte, North Carolina, United States

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.

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.

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).

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.

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. 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 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 1,600 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®.

• A go-getter with an entrepreneurial mindset – that means you aren’t 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.

Avid…