Customer Communications Manager II

Overview

 As a Level 2 Customer Communications Manager, you will be responsible for executing high-quality, customer-facing communications that support our Scaled Customer Success strategy. This role is essential to driving targeted communication initiatives aligned to customer lifecycle stages, industry verticals, and churn risk factors—enabling meaningful engagement at scale. Additionally, the content developed in this role will serve as a valuable resource for our Enterprise Customer Success team, equipping them with timely, relevant messaging to deepen relationships and deliver greater value to our most strategic customers.

You will collaborate cross-functionally with teams such as Customer Success, Product, Marketing, and Customer Experience to ensure communication efforts are targeted, relevant, and aligned with strategic business goals. In addition, you will contribute to the continuous improvement of communication tools, templates, and processes to enable repeatable and scalable outreach that drives product adoption, customer engagement, and retention.

What you will do:

• Plan, draft, and execute customer communications that support the scaled Customer Success journey leveraging Gainsight —including lifecycle campaigns, feature education, renewal nudges, and product updates.
• Tailor content based on customer segments, behavioral triggers, and lifecycle stages to create relevant and timely outreach.
• Collaborate cross-functionally with Customer Success, Product Marketing, Product Management, and Enablement to gather insights and validate messaging.
• Ensure alignment with brand, voice, tone, and compliance standards across all communications.
• Continuously optimize communication processes, templates, and delivery workflows to support scalability.
• Document playbooks and best practices for customer communications tied to scaled success initiatives.
• Leverage tools like CMS platforms, campaign automation tools, and project management systems (e.g., Monday.com) to execute and track campaigns efficiently.
• Measure communication performance (e.g., open rates, engagement, conversion) and recommend improvements based on insights.

What we are looking for:

• Bachelor’s degree in Communications, Marketing, Business, or related discipline.
• 3+ years of experience in a customer communications, content marketing, customer success, or lifecycle marketing role preferred.
• Demonstrated success in delivering structured, customer-facing communications at scale.
• Excellent writing, editing, and verbal communication skills.
• High attention to detail, accuracy, and tone.
• Proactive problem-solver with strong organizational and prioritization skills.
• Experience working in cross-functional environments with tight deadlines.
• Familiarity with communication tools such as Salesforce Marketing Cloud, HubSpot, CMS platforms, and email analytics.
• Comfort working in an evolving, fast-paced environment with a bias toward action.

What Success Looks Like:

• Scalable communications that enable lifecycle engagement for thousands of customers.
• Enhanced digital CS programs that extend the reach and effectiveness of Customer Success.
• Increased retention and product adoption through timely, value-driven outreach.
• Operational excellence in communication processes that support scale and repeatability.

 

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