VP of Customer Success

Overview

Avid Xchange is seeking a VP of Customer Success to be the driving force behind our mission to deliver unparalleled customer experiences. This is a unique opportunity to shape the future of our company’s relationship with our customers. You will have ownership of the end-to-end Customer Success strategy, from developing a robust framework to ensuring its flawless execution.

We are looking for a leader who can build upon the current foundational practices in place, see beyond the status quo and envision a future where our Customer Success team is a benchmark for excellence in the industry. Your role will be to create and implement a strategy that not only enhances our current operations but also anticipates and meets the evolving needs of our customers.

This is a transformational opportunity for a dynamic leader who wants to leave a lasting impact and build something truly exceptional.

• Develop and implement a comprehensive customer success strategy that aligns with the company's overall goals and objectives.
• Lead, mentor, and develop a hybrid, multi-location, high‑performing Customer Success team, fostering a culture of continuous improvement and excellence.
• Collaborate with Product, Revenue Operations, Account Managers, Marketing, and critical partners to ensure a seamless customer experience and address customer issues proactively.
• Implement industry best practices and innovative approaches to customer success, staying ahead of trends and competitors.
• Drive customer adoption of the products, retention and growth strategies to increase lifetime value and reduce churn.
• Utilize customer data and analytics to inform decision‑making and identify opportunities for improving customer satisfaction and success.
• Define and track key performance indicators (KPIs) to measure the effectiveness of customer success initiatives and report on progress to senior leadership.
• Establish and maintain a robust feedback loop with customers to continually enhance the product and service offerings.
• Serve as the voice of the customer within the organization, ensuring customer needs, resolving customer escalations with urgency, and feedback are effectively communicated and addressed.

• Minimum of 12 years of experience in customer success, account management, or related roles within the fintech industry, with at least 5 years in a leadership position.
• Bachelor’s degree in Business, Marketing, or a related field.
• MBA (or related) preferred.
• Proven track record of building and leading high‑performing teams with a focus on customer success.
• Ability to think strategically and execute methodically, balancing long‑term goals with short‑term priorities.
• Deep understanding of customer‑centric strategies and the ability to drive customer satisfaction and loyalty.
• Strong analytical and problem‑solving skills with the ability to interpret data and make data‑driven decisions.
• Demonstrated ability to work collaboratively across departments and influence stakeholders at all levels of the organization.
• Proficiency with customer success platforms, CRM systems, and other relevant technology tools.
• 25% - 40% travel required (Customer visits, training / team activities in Charlotte, NC headquarters)

• 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 Health 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,…