Customer Success Manager II

Customer Success Manager II – Avid Xchange, Inc.

The Customer Success Manager II manages a portfolio of medium‑sized customers, acting as a trusted advisor and strategic partner. This role drives customer adoption, retention, and expansion while proactively identifying opportunities to deliver value and influence product strategy. The CSM II collaborates closely with cross‑functional teams to implement solutions and ensure a seamless customer experience.

• Act as the primary point of contact for a portfolio of key customers, building long‑term, strategic relationships.
• Guide customers through onboarding, adoption, renewal, and expansion, ensuring alignment with their goals and objectives.
• Conduct business reviews, health checks, and strategic discussions to monitor satisfaction, product utilization, and adoption trends.
• Serve as a customer advocate internally, collaborating with Product, Support, Onboarding, and other teams to address feedback and implement solutions.
• Monitor customer health metrics and proactively identify risks, designing retention strategies and interventions.
• Identify opportunities for account growth, including upselling, cross‑selling, and driving expansion initiatives.
• Deliver advanced product training, thought leadership, and best practices to help customers achieve outcomes and maximize ROI.
• Analyze trends, adoption patterns, and feedback to provide insights and recommendations to leadership and product teams.
• Maintain accurate records of interactions, updates, and outcomes in CRM and customer success platforms.

• Excellent communication, interpersonal, and relationship‑building skills with a customer‑first mindset.
• Strong strategic thinking, problem‑solving, and analytical skills.
• Proficiency in CRM and customer success platforms (e.g., Gainsight) and familiarity with success metrics.
• Experience managing multiple accounts and priorities in a fast‑paced environment.
• Minimum 3–5 years of experience in customer success, account management, or a related field.
• Ability to influence internal teams and drive cross‑functional alignment to deliver customer value.
• Enthusiasm for technology and commitment to continuous learning about products and solutions.

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®.

• 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.

• Avid Xers (teammates) enjoy the perks and prestige of a publicly traded 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, competitive benefits and equity options.
• 19 days PTO*
• 11 holidays (8 company‑recognized & 3 floating holidays)
• 16 hours per year of paid Volunteer Time Off (VTO)
• Competitive Healthcare
  • High Deductible Health Plan Option that has $0 monthly premium for teammate‑only coverage
  • 100% Avid Xchange paid Dental Base Plan Coverage
  • 100% Avid…