Director of Customer Success

Responsibilities

• Define and apply operational metrics and KPIs to assess Customer Success effectiveness
• Drive initiatives to improve customer retention, adoption, and satisfaction
• Lead efforts to identify at-risk customers and implement churn reduction strategies
• Develop and refine Customer Success playbooks and internal processes
• Lead, mentor, and develop a high-performing team of Customer Success Managers
• Design scalable programs including digital customer success and advocacy initiatives
• Partner with Product, Engineering, Sales, and Marketing to align strategies and feedback
• Oversee customer health score models and data-driven engagement

Requirements

• Bachelor's degree in Business or related field
• 10+ years of experience in Customer Success
• Minimum of 5 years in a leadership position
• Expertise in operational metrics, KPIs, and customer success benchmarks
• Experience with customer success platforms (e.g., Gainsight, ChurnZero) and CRM tools (e.g., Salesforce, HubSpot)
• Strong analytical, strategic thinking, and problem-solving abilities

Benefits

• 18 days PTO and 11 Holidays
• Competitive Healthcare including Dental, Life, and Disability insurance
• 401(k) match (100% on first 3%, 50% on next 2%)
• 8 weeks paid parental leave
• Tuition reimbursement up to $5,250
• Paid Volunteer Time Off (VTO)

About the Company

AvidXchange is a leading provider of accounts payable automation software and payment solutions for middle-market businesses and their suppliers.