Customer Success Manager II, Scale

Overview

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 leveraging 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, and digital communities—to drive product 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; 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. We focus on creating a culture of Diversity, Inclusion & Belonging and are proud to be a safe place where teammates bring their whole selves to work. We are Connected as People
, Growth Minded
, and Customer Obsessed
—three mindsets that represent our culture and guide us every day.

• A go‑getter with an entrepreneurial mindset—unafraid to take risks, win big, and face the unknown.
• Someone who understands that business is people‑centric; connecting with others as humans first fosters mutually beneficial relationships.
• Focused on making a difference for our customers—Avid Xchange exists to solve complex problems for our customers so we can all realize our potential.

Avid Xchange teammates receive the perks and prestige of a publicly traded tech company paired with the flexibility of a founder‑led startup. We help teams develop professionally and personally, offering work/life balance, development programs, competitive benefits, and equity options, and we remain committed to a culture where you can fully be “you.”

• 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 with $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%…