Job Overview:
The Director of Customer Success will be responsible for helping define and implement operational metrics, driving key Customer Success initiatives, and continuously improving processes to achieve higher customer/revenue retention, adoption, customer satisfaction, and growth. This role oversees a team of Customer Success Managers (CSMs) and is responsible for customer success program creation, development and execution.
The Director of Customer Success will play a key role in evolving our operational methodology, creating effective playbooks, and ensuring that our Customer Success function is aligned with industry best practices and overall business goals.
The ideal candidate is an experienced customer success leader (10+ years in customer success) with a passion for customer advocacy, a proven ability to scale customer success operations, and expertise in managing teams to exceed KPIs.
Additionally, they are responsible for and have extensive experience creating and executing customer success strategic programs to enhance customer health, maximize value realization, and ensure a world-class customer experience.
The ideal candidate is both a strategic thinker and hands-on leader with a track record of managing high-performing teams and implementing impactful customer success programs in a SaaS environment.
What you’ll do:
- Define and apply key operational metrics to assess the effectiveness of the Customer Success team’s activities and processes.
- Regularly monitor, analyze, and report on key performance indicators (KPIs), including retention rates, customer health scores, adoption metrics, and customer satisfaction levels.
- Drive initiatives focused on improving customer retention, adoption, and customer satisfaction, ensuring our customers are realizing the full value of our products/services.
- Lead efforts to identify at-risk customers and define proactive strategies to reduce churn while expanding opportunities for upselling and cross-selling.
- Collaborate with Sales, Product, and Marketing teams to align Customer Success strategies with broader company goals, enhancing the customer lifecycle journey.
- Define, implement, and continually refine Customer Success playbooks to standardize operations and provide consistency across all customer interactions.
- Structure and enhance internal processes that streamline operations and improve efficiency while maintaining a personalized approach to customer care.
- Create and maintain a framework for regular customer touchpoints, such as quarterly business reviews (QBRs) and renewal conversations.
- Lead, mentor, and develop a high-performing Customer Success team, ensuring alignment with company goals and customer outcomes.
- Cultivate a customer-centric culture within the team and across the organization, emphasizing empathy, proactive communication, and problem-solving.
- Develop training materials and programs that ensure the team remains up-to-date with new product features, industry trends, and best practices in Customer Success.
- Participate in the design and execution of customer success technology stack (CRM, customer success software) to ensure smooth operations and data-driven decision-making.
- Lead initiatives to gather and act on customer feedback through surveys, interviews, and other channels to ensure continuous improvement in customer experience.
- Oversee customer health score models and use data insights to improve proactive engagement with customers to ensure they remain on track to achieve their desired outcomes.
- Partner with Product and Engineering teams to provide feedback on product issues, potential enhancements, and customer pain points.
- Collaborate with Sales and Marketing to ensure seamless handoffs from sales to customer success and that customers are set up for success from day one.
Strategic Customer Success Programs
- Design and oversee scalable customer success programs, including digital customer success, adoption, retention, and advocacy initiatives.
- Implement a customer journey framework that ensures proactive engagement and consistent delivery of value throughout the lifecycle.
- Lead the development of customer health monitoring programs, incorporating data-driven insights to drive interventions.
- Oversee specialized initiatives such as Executive Sponsor programs, Customer Advisory Boards, and advocacy campaigns.
What we’re looking for:
- Bachelor’s degree in Business or related field
- 10+ years in Customer Success
- A minimum of 5 years in a leadership position.
- Strong expertise in defining and applying operational metrics, KPIs, and customer success benchmarks.
- Proven track record of driving customer retention, customer satisfaction, and customer health through structured initiatives.
- Experience with playbook development, process optimization, and customer lifecycle management.
- Ability to lead cross-functional teams and drive customer-first initiatives.
- Familiarity with a customer success platform (e.g., Gainsight, ChurnZero) and CRM tools (e.g., Salesforce, HubSpot).
- Excellent analytical, strategic thinking, and problem-solving abilities.
- Strong leadership skills with a focus on team development, mentorship, and fostering a customer-centric culture.
- Excellent communication and interpersonal skills, capable of presenting to executive leadership and collaborating across departments.
- Ability to build relationships with customers, internal stakeholders, and cross-functional teams.
- Experience in FinTech or B2B services is a plus.
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, they’ll tell you our people are at the core of who we are. We focus on creating a culture of Diversity, Inclusion & Belonging, and are proud to be a safe place where teammates can bring their whole selves to work. At AvidXchange, mindset is everything. We are Connected as People, Growth Minded, and Customer Obsessed. These three mindsets represent our culture – who we are, who we’ve always been, and they guide us to improve every day. Since our founding in 2000 in Charlotte, NC, we’ve created a company of over 1,600 teammates working across the U.S., or remotely. AvidXchange is proud to be Certified™ as a Great 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 means you are not afraid of taking risks, winning big or facing the unknown.
- Someone who understands that business is people centric. Connecting with others as humans first allows you to develop mutually beneficial working relationships.
- Focused on making a difference for our customers. AvidXchange exists to help solve complex problems for our customers so we can all realize our potential.
What you’ll get:
AvidXchange teammates (we call them AvidXers) get the perks and prestige of a publicly traded 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, competitive benefits and equity options. 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 you’ll tell for years, you’ve come to the right place.
AvidXers enjoy:
- 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 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) - 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
- 401k Match up to 4%
- Parental Leave: 8 weeks 100% paid by AvidXchange**
- Discounts on Pet, Home, and Auto insurance
- BrightDime Financial Wellness Tool, offered free to teammates
- 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.