Customer Success Manager – Scale

Overview

The Customer Success Manager serves as the primary point of contact for a scaled portfolio of small to medium-sized customers, guiding them through onboarding, adoption, renewal, and expansion. This role builds strong, lasting relationships, ensures customer satisfaction, and identifies opportunities for growth. The Customer Success Manager acts as a trusted advisor, advocates for customers internally, and helps them achieve their desired outcomes.

• Act as the main point of contact for small to medium-sized media customers, fostering strong and lasting relationships
• Guide customers through their journey, including onboarding, adoption, renewal, and expansion, ensuring continuity and trust
• Regularly engage with customers to understand their needs, goals, and challenges, and align solutions to demonstrate value
• Conduct routine check-ins and business reviews to ensure customer satisfaction and product utilization
• Serve as a customer advocate internally by collaborating with relevant teams to address feedback, troubleshoot issues, and implement solutions
• Monitor customer health metrics, proactively identifying risks and implementing retention strategies
• Identify opportunities for account expansion, including upselling and cross-selling
• Deliver product training and support to help customers achieve desired outcomes
• Develop a deep understanding of company products and services to effectively educate customers and serve as a trusted advisor
• Maintain accurate records of customer interactions, updates, and feedback in the CRM system

• Excellent communication and interpersonal skills with a customer-first mindset
• Strong problem-solving skills with the ability to think strategically
• Proficiency in CRM software and a basic understanding of customer success metrics; experience with CS platforms (e.g., Gainsight) preferred
• Enthusiasm for technology and eagerness to learn about the company’s offerings
• Ability to manage multiple tasks and prioritize effectively
• Minimum 2 years of experience in customer success, account management, or a related field

About Avid Xchange

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. 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 1,500 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®.

Who you are:

• 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.

What you’ll get:

Avid Xchange teammates (we call them Avid Xers) get the perks and prestige of a growing 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, and competitive benefits. At Avid Xchange, 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.

Avid Xers enjoy:

• 18 days…