Director of Customer Success

8 hours, 6 minutes ago
Full-time
Executive
Customer and Technical Support
AvidXchange

AvidXchange

AvidXchange provides accounts payable automation software that streamlines invoice processing and payment management for middle market businesses, enhancing efficiency, accuracy, and visibility while eliminating paper from the bill payment process.

Internet Software & Services
1K-5K
Founded 2000
$1100M raised

Description

  • Define, monitor, analyze, and report on Customer Success metrics, KPIs, health scores, adoption, retention, and satisfaction.
  • Lead initiatives to improve retention, adoption, customer satisfaction, and expansion opportunities while reducing churn.
  • Manage, mentor, and develop a high-performing Customer Success team and foster a customer-centric culture.
  • Create, implement, and refine Customer Success playbooks, lifecycle processes, and operating frameworks.
  • Establish consistent customer touchpoints, including QBRs, renewal conversations, and proactive engagement programs.
  • Design and oversee scalable programs for digital success, adoption, retention, advocacy, Executive Sponsors, and Customer Advisory Boards.
  • Develop customer health monitoring models and use data to guide proactive interventions.
  • Collaborate with Sales, Product, Marketing, and Engineering on lifecycle alignment, handoffs, product feedback, and customer needs.
  • Lead customer feedback initiatives through surveys, interviews, and other channels to improve the customer experience.
  • Support the Customer Success technology stack, including CRM and customer success platforms, to enable efficient, data-driven operations.

Requirements

  • Bachelor’s degree in Business or a related field.
  • 10+ years of experience in Customer Success.
  • At least 5 years of experience in a leadership role.
  • Expertise defining and applying operational metrics, KPIs, and Customer Success benchmarks.
  • Proven success improving customer retention, satisfaction, and health through structured initiatives.
  • Experience developing playbooks, optimizing processes, and managing customer lifecycles.
  • Ability to lead cross-functional teams and execute customer-first initiatives.
  • Experience with customer success platforms such as Gainsight or ChurnZero and CRMs such as Salesforce or HubSpot.
  • Strong analytical, strategic-thinking, problem-solving, communication, and interpersonal skills.
  • Experience presenting to executive leadership and building relationships with customers and internal stakeholders.
  • Experience in FinTech or B2B services is preferred.

Benefits

  • 18 days of PTO, 11 holidays, and 16 hours of paid Volunteer Time Off annually.
  • Competitive healthcare, including a $0-premium teammate-only high-deductible plan option.
  • Company-paid dental base coverage, life insurance, short-term disability, and long-term disability.
  • 401(k) match of 100% on the first 3% of salary and 50% on the next 2%.
  • Eight weeks of fully paid parental leave for eligible full-time employees.
  • Hybrid workplace flexibility and professional development programs.
  • Tuition reimbursement of up to $5,250 for eligible employees.
  • Employee assistance program, onsite health clinic, gym, yoga studio, and basketball court.

Interested in this position?

Apply directly on the company website

Apply Now

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