Director of Customer Success

🔥 0 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🔴 Lead

🏆 Customer Success

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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AvidXchange, Inc.

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

💼 Consulting

📦 Logistics

💳 Fintech

💰 $66M Venture Round on 2020-09

Consulting • Logistics • Fintech

AvidXchange, Inc. is a leading provider of accounts payable (AP) automation software and payment solutions specifically tailored for middle market businesses and their suppliers. Known for transforming the way these companies manage their bill payments, AvidXchange emphasizes innovation driven by its team of entrepreneurs who are passionate about serving customers and fostering growth. The company specializes in payables automation, electronic invoicing, and the implementation of best practices to create a more efficient, paperless workflow in the accounts payable process.

📋 Description

• Define and apply operational metrics to assess Customer Success effectiveness • Monitor, analyze, and report KPIs including retention, customer health, adoption, and satisfaction • Drive customer retention, adoption, satisfaction, and value realization initiatives • Identify at-risk customers and develop churn-reduction, upselling, and cross-selling strategies • Collaborate with Sales, Product, Marketing, and Engineering to align strategies and improve the customer lifecycle • Define and refine Customer Success playbooks and internal processes • Create frameworks for QBRs, renewal conversations, and regular customer touchpoints • Lead, mentor, and develop the Customer Success Manager team • Build a customer-centric culture emphasizing empathy, proactive communication, and problem-solving • Develop training materials and programs • Help design and execute the Customer Success technology stack, including CRM and customer success software • Gather and act on customer feedback through surveys, interviews, and other channels • Oversee customer health score models and data-driven proactive engagement • Design and oversee scalable programs for digital success, adoption, retention, and advocacy • Implement customer journey frameworks and health monitoring programs • Oversee Executive Sponsor programs, Customer Advisory Boards, and advocacy campaigns

🎯 Requirements

• Bachelor’s degree in Business or related field • 10+ years in Customer Success • Minimum of 5 years in a leadership position • Expertise in defining and applying operational metrics, KPIs, and customer success benchmarks • Proven record of driving customer retention, satisfaction, and customer health through structured initiatives • Experience with playbook development, process optimization, and customer lifecycle management • Ability to lead cross-functional teams and customer-first initiatives • Familiarity with customer success platforms such as Gainsight or ChurnZero • Familiarity with CRM tools such as Salesforce or HubSpot • Excellent analytical, strategic thinking, and problem-solving abilities • Strong leadership, team development, and mentorship skills • Excellent communication and interpersonal skills, including presenting to executive leadership • Ability to build relationships with customers, internal stakeholders, and cross-functional teams • FinTech or B2B services experience is a plus

🏖️ Benefits

• 18 days PTO • 11 holidays (8 company recognized and 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% 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) with counseling, legal and financial consultations, and health advocacy • Onsite health clinic with Atrium Health • 401(k) match: 100% match on the first 3% of salary plus 50% match on the next 2% • 8 weeks of parental leave, 100% paid by AvidXchange (full-time for at least 3 months) • Discounts on pet, home, and auto insurance • WeeCare childcare service • Perks at Work discount program • Onsite gym fitness center, yoga studio, and basketball court • Tuition reimbursement up to the federal maximum of $5,250 (full-time for at least one year) • Hybrid workplace flexibility • Free parking • Work/life balance and development programs