VP of Customer Success

About the role

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.

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.
• 25% - 40% travel required (Customer visits, training / team activities in Charlotte, NC headquarters)
• About AvidXchange
• 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:

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