Customer Value Manager
About the Role:
- The Customer Value Manager (CVM) is a strategic, customer-facing role responsible for ensuring AppZen's enterprise customers realize measurable, sustained business value from their Autonomous AP investments. This role sits at the intersection of customer success, finance transformation, and AI-driven process optimization. As a trusted advisor to Accounts Payable and Finance leadership, the CVM drives value realization beyond implementation??focusing on adoption, change management, operational excellence, and long-term partnership growth. The role requires strong business acumen, executive presence, and the ability to translate complex AI capabilities into tangible financial and operational outcomes.
Key Responsibilities:
- Customer Value & Relationship Ownership: Own end-to-end success for a portfolio of enterprise AP customers, acting as the single point of accountability for value realization, adoption, and long-term
- trusted relationships with AP leadership, Finance stakeholders, and executive sponsors, serving as a strategic advisor on AP automation and AI-driven
- Quarterly / Executive Business Reviews, presenting measurable outcomes including ROI, operational efficiency, adoption metrics, and roadmap alignment.
- AP Transformation & Change Management: Define and execute the AP automation transformation roadmap aligned with customer finance strategy and AppZen's Autonomous AP
- structured change management initiatives to ensure successful adoption across global AP teams, including communication planning, stakeholder alignment, and resistance cultural adoption of AI-driven automation, reinforcing behaviors that support sustained operational excellence.
- Cross-Functional POD Leadership: Act as the primary bridge between Customer Value Management, Implementation, Product, and Engineering teams, ensuring seamless coordination across the customer
- governance during implementation-to-steady-state transitions, ensuring proper knowledge transfer, process documentation, and operational
- and proactively manage escalations, serving as the solution architect for complex customer business scenarios and AP process challenges.
- Adoption, Enablement & Operational Excellence: Design and deliver AP-focused training programs, workshops, and enablement materials tailored to varying levels of digital
- continuous feedback loops with AP users and managers to monitor sentiment, adoption, and process
- monitor Operational Health Metrics (adoption, SLAs, CSAT, issue trends) and take corrective actions to mitigate risks early.
- Value Measurement & Continuous Improvement: Quantify and communicate the business value AppZen delivers, including cost savings, cycle-time reduction, compliance improvements, and scalability
- opportunities to expand use cases, optimize configurations, and increase platform relevance within customer AP with internal teams to drive Root Cause Analyses (RCAs) for high-severity issues and ensure long-term resolution.
- Multi-Client & Program Management: Successfully manage multiple enterprise customers simultaneously, balancing priorities while maintaining high customer satisfaction and predictable
- to customer locations as required to support key milestones, executive alignment, and transformation initiatives.
Required Skills & Experience:
- 6-8 years of experience in Customer Success, Customer Value Management, Consulting, Program Management, or Finance Transformation roles.
- Proven experience working with enterprise customers in B2B SaaS, FinTech, or finance automation environments
- Strong understanding of Accounts Payable, Procure-to-Pay (P2P), Expense Management, or broader Finance Operations.
- Demonstrated ability to manage multiple enterprise customers or programs simultaneously in a fast-paced, matrixed organization.
- Experience driving value realization through adoption, change management, and operational optimization.
- Ability to quantify and communicate business impact using metrics such as ROI, cost savings, productivity gains, and compliance improvements.
- Strong stakeholder management skills with the ability to influence AP leadership, finance executives, and cross-functional teams.
- Experience leading Executive Business Reviews (QBRs/EBRs) and presenting insights to senior leadership.
- Hands-on experience collaborating with Product, Engineering, and Implementation teams to resolve complex customer challenges.
- Excellent communication, facilitation, and problem-solving skills with a consultative, customer-first mindset.
- Willingness to travel as required to support key customer engagements and transformation milestones.
