Senior Manager of Customer Success - Charlotte, United States - AvidXchange

Description

As the Senior Manager of Customer Success, you will play a pivotal role in driving the success and satisfaction of our customers.

You will lead a team responsible for retention and adoption strategies, ensuring that our clients maximize the value of our products/services.

Your strategic mindset, leadership abilities, and customer-centric approach will be crucial in maintaining strong relationships and fostering growth opportunities within our customer base.

• Lead, mentor, and manage a team of customer success professionals, fostering a culture of excellence, collaboration, and customercentricity.
• Provide guidance, support, and training to ensure the team achieves retention and adoption goals effectively.
• Develop and execute strategies to enhance customer retention rates, reducing churn and increasing overall customer lifetime value.
• Analyze customer data, feedback, and trends to identify areas for improvement and implement proactive retention initiatives.
• Work crossfunctionally with sales, marketing, and product teams to align strategies that contribute to customer satisfaction and loyalty.
• Drive product adoption by creating tailored onboarding processes, training programs, and resources to educate customers on product features and best practices.
• Collaborate with the product development team to gather customer feedback and advocate for enhancements or new features that improve user experience and adoption.
• Cultivate strong relationships with key stakeholders and decisionmakers among our client base, acting as a trusted advisor to understand their needs, challenges, and objectives.
• Advocate for customers internally, ensuring their voice is heard across various departments to drive improvements and address concerns promptly.
• Establish and monitor KPIs and metrics related to customer success, regularly reporting on team performance, customer health, and retention initiatives' effectiveness.
• Utilize datadriven insights to assess and refine strategies, optimizing customer success operations.

• Bachelor's degree in Business Administration, Marketing, or a related field; Master's degree preferred.
• Proven experience (5+ years) in leading customer success management or similar role within a B2B or SaaS environment.
• Strong leadership and team management skills with the ability to motivate and develop highperforming teams.
• Excellent communication, presentation, and interpersonal skills to engage with stakeholders at various levels.
• Analytical mindset with proficiency in leveraging customer data and CRM tools ) to drive informed decisions.
• Demonstrated success in implementing customer success strategies that lead to increased retention and adoption rates.