Customer Success Manager II (Timberscan)

About the role

As a Customer Success Manager II, you will manage 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. You will collaborate closely with cross-functional teams to resolve issues, implement solutions, and ensure a seamless customer experience.

Responsibilities

• 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

Requirements

• 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 our people are at the core of who we are. Our culture is built on three mindsets: Connected as People, Growth Minded, and Customer Obsessed. Since our founding in 2000 in Charlotte, NC, we’ve grown to over 1,500 teammates working across the U.S., or remotely. AvidXchange is proud to be Certified™ as a Great Place to Work®.

Who You Are

• A go-getter with an entrepreneurial mindset — unafraid of taking risks, winning big, or facing the unknown
• Someone who understands that business is people-centric and connects with others as humans first
• Focused on making a difference for our customers, helping solve complex problems so everyone can realize their potential

Benefits

• 18 days PTO (fully granted from the beginning of the year, pro-rated if hired mid-year)*
• 11 Holidays (8 company-recognized & 3 floating holidays)
• 16 hours per year of paid Volunteer Time Off (VTO)
• Competitive healthcare options, including a High Deductible Health Plan with $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 at 40% less than traditional daycare centers
• Perks at Work: free discount program offering savings on 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

*Must be full-time for at least 3 months
**Must be full-time for at least one year
***Eligibility requirements apply