VP of Customer Success

Overview

AvidXchange is seeking a VP of Customer Success to be the driving force behind our mission to deliver unparalleled customer experiences. This is a unique opportunity to shape the future of our companys relationship with our customers. You will have ownership of the end-to-end Customer Success strategy from developing a robust framework to ensuring its flawless execution.

We are looking for a leader who can build upon the current foundational practices in place see beyond the status quo and envision a future where our Customer Success team is a benchmark for excellence in the industry. Your role will be to create and implement a strategy that not only enhances our current operations but also anticipates and meets the evolving needs of our customers. This is a transformational opportunity for a dynamic leader who wants to leave a lasting impact and build something truly exceptional.

What youll do:

• Develop and implement a comprehensive customer success strategy that aligns with the companys overall goals and objectives.
• Lead mentor and develop a hybrid multi-location high-performing Customer Success team fostering a culture of continuous improvement and excellence.
• Collaborate with Product Revenue Operations Account Managers Marketing and critical partners to ensure a seamless customer experience and address customer issues proactively.
• Implement industry best practices and innovative approaches to customer success staying ahead of trends and competitors.
• Drive customer adoption of the products retention and growth strategies to increase lifetime value and reduce churn.
• Utilize customer data and analytics to inform decision-making and identify opportunities for improving customer satisfaction and success.
• Define and track key performance indicators (KPIs) to measure the effectiveness of customer success initiatives and report on progress to senior leadership.
• Establish and maintain a robust feedback loop with customers to continually enhance the product and service offerings.
• Serve as the voice of the customer within the organization ensuring customer needs resolving customer escalations with urgency and feedback are effectively communicated and addressed.

What were looking for:

• Minimum of 12 years of experience in customer success account management or related roles within the fintech industry with at least 5 years in a leadership position.
• Bachelors degree in Business Marketing or a related field.
• MBA (or related) preferred.
• Proven track record of building and leading high-performing teams with a focus on customer success.
• Ability to think strategically and execute methodically balancing long-term goals with short-term priorities.
• Deep understanding of customer-centric strategies and the ability to drive customer satisfaction and loyalty.
• Strong analytical and problem-solving skills with the ability to interpret data and make data-driven decisions.
• Demonstrated ability to work collaboratively across departments and influence stakeholders at all levels of the organization.
• Proficiency with customer success platforms CRM systems and other relevant technology tools.
• 25% - 40% travel required (Customer visits training / team activities in Charlotte NC headquarters)

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.