Customer Success Manager II (Timberscan)

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.

• Act 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 35 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 theyll tell you our people are at the core of who we are. At AvidXchangemindset is everything. We are Connected as People Growth Minded and Customer Obsessed. Thesethree mindsets represent our culture who weare who weve always been and they guide usto improve every our founding in 2000 in Charlotte NC weve created a company of over 1500 teammates working across the U.S. or remotely. AvidXchange is proud to be Certified as aGreat 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 meansyou arenot afraid of taking riskswinning bigorfacing the unknown.
• Someone who understands that business ispeople centric. Connecting with others as humans first allows you to develop mutually beneficial working relationships.
• Focused onmaking a difference for our customers. AvidXchange exists to help solve complex problems for our customers so we can all realize our potential.

What youll 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 youll tell for years youve come to the right place.

AvidXers enjoy:

• 18 days PTO*
• 11 Holidays (8companyrecognized & 3floatingholidays)
• 16 hours per year ofpaid 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) - Providescounseling 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
• WeeCareChildcare Service:helps teammates find affordable daycarechildcareandtutors 40%less expensivethan traditional daycarecenters
• Perks at Work:free discount program that provides teammates the opportunity to save on items fromelectronics movie tickets car buying vacationsandmore
• Onsite gym fitness center yoga studio and basketball court
• Tuition Reimbursement up to the federal maximum of $5250***
• 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.