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 company’s 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 you'll do:

• 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.

What we're 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.
• 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.
• 25% - 40% travel required (Customer visits, training / team activities in Charlotte, NC headquarters)

What you'll get:

• 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 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.