Role Overview
The Customer Success Manager I is responsible for managing a portfolio of customers by building strong relationships, driving product adoption, and supporting retention efforts. This role focuses on delivering value through proactive engagement, resolving customer needs, and identifying opportunities for optimization. The CSM I partners cross-functionally to enhance the customer experience and contribute to overall growth and scalability.
What you’ll do
- Build and maintain strong relationships across a defined book of business
- Facilitate business reviews, health checks, and ongoing customer touchpoints
- Monitor customer health, adoption, and retention using data and insights
- Partner cross-functionally to manage escalations and drive timely resolution
- Deliver product and process training while identifying optimization opportunities
- Contribute to customer success plans and process improvement initiatives
- 1+ years of sales or customer management experience
- Proven ability to prioritize and execute in a fast-paced, high-intensity environment
- Strong written and verbal consultative communication skills
- Experience working cross-functionally to drive shared outcomes
- Analytical mindset with experience using Excel or similar tools to influence decisions
- Ability to manage conflict, navigate blockers, and build relationships across diverse stakeholders
About AvidXchange
AvidXchange 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 AvidXchange, 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. AvidXchange 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 AvidXchange 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. AvidXchange exists to help solve complex problems for our customers so we can all realize our potential.
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
Equal Employment Opportunity
AvidXchange is an equal opportunity employer. AvidXchange is committed to equal employment opportunity in accordance with applicable federal, state, and local laws. AvidXchange will not discriminate against applicants for employment on any legally recognized basis. This includes, but is not limited to veteran status, race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, age and physical or mental disability.
Skills Required
- 1+ years of sales or customer management experience
- Strong written and verbal consultative communication skills
- Experience using Excel or similar tools
AvidXchange Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about AvidXchange and has not been reviewed or approved by AvidXchange.
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Healthcare Strength — Healthcare coverage is positioned as comprehensive, spanning medical, dental, vision, disability, life insurance, mental health support, and FSAs. On-site fitness and wellness resources at the Charlotte headquarters further strengthen the perceived health-and-wellbeing offering.
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Retirement Support — Retirement support includes a 401(k) with a company match and immediate vesting, which can improve perceived value early in tenure. This feature supports longer-term financial planning without delayed eligibility.
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Leave & Time Off Breadth — Time-off options include PTO, floating holidays, and paid volunteer time, providing multiple avenues for planned and purpose-driven time away from work. These programs can improve overall perceived total rewards even when base-pay sentiment varies.
AvidXchange Insights
What We Do
AvidXchange is the accounts payable automation industry leader for mid-market businesses serving more than 5,550 customers & 400,000 suppliers nationwide.
