OverviewYou will have ownership of the end-to-end Customer Success strategy, from developing a robust framework to ensuring its flawless execution.
What you'll do:- 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.
What we're looking for:- 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)
What you'll get: AvidXchange teammates (we call them AvidXers) get the perks and prestige of a growing 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, and competitive benefits. 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
- 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
