VP of Customer Success

About the role

AvidXchange is seeking a VP of Customer Success to lead the company’s efforts in delivering unparalleled customer experiences. This role involves developing and implementing a comprehensive customer success strategy, building a high-performing team, and collaborating across departments to enhance customer satisfaction and loyalty.

Responsibilities

• Develop and implement a comprehensive customer success strategy that aligns with the company's 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.

Requirements

• 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.
• Bachelor’s 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.

Benefits

• 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 Health Plan Option 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) - 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: Affordable daycare, childcare, and tutoring options 40% less expensive than traditional daycare centers
• Perks at Work: Free discount program, 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