Customer Success Manager

Why Choose Bottomline

Are you ready to transform the way businesses pay and get paid Bottomline is a global leader in business payments and cash management with over 35 years of experience and moving more than $16 trillion in payments annually. Were looking for passionate individuals to join our team and help drive impactful results for our customers. If youre dedicated to delighting customers and promoting growth and innovation - we want you on our team!

Position Summary:

As a Customer Success ManagerwithinRest of World Banking youare responsible foroptimizingand enriching the customer experience through proactive engagement strategies for your assigned portfolio of Customers.Our goal is to protect and grow the revenue in our existing customer portfolio.

As a CSM you will serve as the main point of contact for customers helping them achieve their goals resolve challenges and drive engagement.

You will lead ourcustomersto their desired outcomes anddemonstratethe significance of the strategic partnership with Bottomline Technologies. Through a consultative approach you will proactively engage and enable thecustomer throughout the journey to ensure success and delight. You will work cross functionality to ensure teams are executing to enablecustomersuccess.

Working closely with Sales you willidentifyopportunities to expand business by positioning and recommendingadditionalproducts solutions and services that will maximize business value for the Customeras well as reviewing contracts and looking for opportunities to expand the current value.

You will measure andmonitorthe adoption and health of ourcustomersthroughout the customerjourneyand you will be the primary engagement point with thecustomer formonthly reviews as well as resolving challenges and issues.

You are at the forefront of activities that will continuously drive increased customer delight and areultimately responsiblefor the retention and significant growth for your assigned Customers.

Key Responsibilities:

• CustomerManagement & Retention

• Develop long-term relationships with customers understanding their business needs.

• Protect the revenue and maximise renewal opportunities.

• Act as a strategic advisoridentifyingopportunities for upselling and cross-selling.

• Monitor customer health scores and proactively address potential issues.
  

• Communication Voice of the Customer

• Be the internal voice to raise awareness if there is risk and drive the teams to mitigate it.

• Outstanding verbal and written communication skills with the ability to present to a diverse audience both internally and externally

• Support & Problem Solving

• Serve as the main point of contact for customer inquiries and concerns.

• Work cross-functionally with sales support and product teams to resolve customer issues.

• Performance Tracking & Reporting

• Monitor customer engagement metrics churn rates and overall satisfaction.

• Prepare reports and insights on customer success initiatives.

Essential experience:

• 3-5 SaaS Customer Success or Account Management experience.

• Demonstrated commercial mindset with an understanding of selling moments.

• Process orientation with a keen focus on Customer goal achievement KPIs.

• Experience of using datato drive growth and retention campaigns

We welcome talent at all career stages and are dedicated to understanding and supporting additional needs. Were proud to be an equal opportunity employer committed to creating an inclusive and open environment for everyone.