Customer Success Associate

Job Details

The Customer Success Associate builds strong partnerships with a portfolio of 80125 mid-market clients ensuring they realize meaningful value fromInvoiceCloudsplatform. You will manage day-to-day client engagement drive payment adoption programs andidentifyopportunities to expand productutilization. Success requires a blend of relationship building analytical thinking technical curiosity and the ability to influence client outcomes through data-driven guidance.

Success Profile:

AtInvoiceCloud success is anchored in our core competencies. These competencies guide how every employee delivers impact across their role..

Customer Centric

• Builds trusted long-term client relationships through proactive communication and thoughtful engagement.
• Understands client goals billing workflows adoption barriers and service needs to provide tailored recommendations.
• Interprets client health indicators and takesearly actionto address concerns or emerging churn risks.
• Serves as the advocate for clients internally partnering with cross-functional teams to ensuretimelyresolutions and positive experiences.
• Communicates clearly across multiple channels and adjusts style based on audience to strengthen rapport and influence outcomes.

Results Driven

• Implementsstrategies that increase digital payment adoption improve client engagement and strengthen renewal outcomes.
• Identifiesopportunities to introduceadditionalInvoiceCloudproducts andgenerateshigh-quality leads for expansion.
• Monitors performance metrics such as AutoPay enrollment paperless adoption and online paymentutilizationto guide client actions.
• Executes outreach plans that drive measurable progress against retention revenue and adoption goals.
• Organizes work efficiently to support a large portfolio whilemaintaininghigh-quality interactions.

Takes Ownership

• Manages assigned accounts with accountability follow-through and attention to accuracy in all client interactions.
• Investigates client issues gathers context and partners with internal teams to resolve challenges promptly.
• Maintains organized documentation of client updates action plans and communications to support continuity and transparency.
• Developsworking knowledge of client configurations and integrations to better diagnose issues and guidenextsteps.
• Demonstrates initiative byanticipatingneeds raising concerns early and recommending solutions.

Drives Efficiency

• UsesSalesforce reporting tools and automated outreach methods to manage a largebook ofbusiness effectively.
• Establishes predictable communication cadences that increase coverage and consistency across the portfolio.
• Appliesstructured problem-solving to prioritize work balance competing demands and streamline processes.
• Usesdata toidentifyadoption gaps and operational inefficiencies presenting insights to clients in a clear and actionable way.
• Continuously seeks improvements to internal workflows that enhance productivity and client experience.

Innovative

• Shares market trends peer insights and emerging best practices that help clients modernize their payment experience.
• Identifiescreative approaches to improve adoption engagement and platformutilization.
• Uses AI-assisted tools to prepare messaging analyze data and create insights that improve speed and client impact.
• Experiments with new engagement techniques and communication strategies to elevate customer success outcomes.
• Encourages continuous learning and seeks out new ideas that enhance both client delivery and internal processes.

Travel: Periodic travel to key accounts onsite meetings or industry conferences asrequired.

Benefits
We offer a competitive benefits program including:

• Medical dental vision life & disability insurance
• 401(k) plan with company match
• Flexible Time Off (FTO) wellbeing days paid holidays and summer Fridays
• Mental health resources
• Paid parental leave & Backup Care
• Tuition reimbursement
• Employee Resource Groups (ERGs)