The Customer Success Manager II manages a portfolio of small to medium-sized media customers, acting as a trusted advisor and strategic partner. This role drives customer adoption, retention, and expansion while proactively identifying opportunities to deliver value and influence product strategy. The CSM II collaborates closely with cross-functional teams to resolve issues, implement solutions, and ensure a seamless customer experience.
What You’ll DoAct as the primary point of contact for a portfolio of small to medium-sized media customers, building long-term, strategic relationships
Guide customers through onboarding, adoption, renewal, and expansion, ensuring alignment with their goals and objectives
Conduct business reviews, health checks, and strategic discussions to monitor satisfaction, product utilization, and adoption trends
Serve as a customer advocate internally, collaborating with Product, Support, Onboarding, and other teams to address feedback and implement solutions
Monitor customer health metrics and proactively identify risks, designing retention strategies and interventions
Identify opportunities for account growth, including upselling, cross-selling, and driving expansion initiatives
Deliver advanced product training, thought leadership, and best practices to help customers achieve outcomes and maximize ROI
Analyze trends, adoption patterns, and feedback to provide insights and recommendations to leadership and product teams
Maintain accurate records of interactions, updates, and outcomes in CRM and customer success platforms
Excellent communication, interpersonal, and relationship-building skills with a customer-first mindset
Strong strategic thinking, problem-solving, and analytical skills
Proficiency in CRM and customer success platforms (e.g., Gainsight) and familiarity with success metrics
Experience managing multiple accounts and priorities in a fast-paced environment
Minimum 3–5 years of experience in customer success, account management, or a related field
Ability to influence internal teams and drive cross-functional alignment to deliver customer value
Enthusiasm for technology and commitment to continuous learning about products and solutions
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
- 3-5 years of experience in customer success, account management, or related field
- Proficiency in CRM and customer success platforms (e.g., Gainsight)
- Excellent communication, interpersonal, and relationship-building skills
- Strong strategic thinking, problem-solving, and analytical skills
- Experience managing multiple accounts and priorities in a fast-paced environment
- Ability to influence internal teams and drive cross-functional alignment
- Enthusiasm for technology and commitment to continuous learning about products and solutions
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.
-
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.
-
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.
-
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.
