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. We're looking for passionate individuals to join our team and help drive impactful results for our customers. If you're dedicated to delighting customers and promoting growth and innovation - we want you on our team

Position Title: Customer Success Manager (PTX/TX)

Department: Customer Success

Reports To: Customer Success Director (Corporate Segment)

As Customer Success Manager, you will proactively steer customers towards their desired outcomes whilst driving adoption and customer delight. You will understand customer's needs to identify ways they can maximise value and achieve their goals. You will report directly to the Head of Customer Success.

Our Customer Success Managers can work directly and independently with our customers to help them grow through building success plans and building relationships. CSMs are seen as drivers, leaders, and mentors by both clients and team members within Bottomline.

Essential Job Functions:

• Managing High Touch Enterprise and Low Touch customers, to develop and maintain strong relationships
• Ownership and accountability for customer adoption and engagement with Bottomline products and services
• Ensuring customers can successfully realize the value of our solutions and services
• Identify renewal risk and collaborate with internal teams to remediate and ensure a successful renewal
• Monitor customer health and create risk mitigation plans where appropriate
• Build and foster relationships with key decision makers and stakeholders across multiple customer teams
• Independently present and speak to new product enhancements that are relevant to our customers
• Collate and distribute customer feedback on product adoption, usage, enhancement requests to appropriate teams
• Assist with managing product rollout and enhancement requests
• Partner with Product, Marketing and Account Managers on product deployments, upsells and rollouts
• Engage customers in strategy calls to derive maximum value from their investment in Bottomline
• Coordinate and/or lead Quarterly Business Reviews with or without Account Management support
• Identify new opportunities to expand customer's usage of new products and engage internal teams as needed
• Collaborate with other Bottomline teams to ensure adoption, engagement and successful customer renewals
• Resolve customer inquiries by aligning customers with the right resources
• Serve as a mentor to new team members
• Develop and share best-practices to continually improve the quality, effectiveness, and efficiency of our processes

Preferred Skills:

• Customer Success experience. Demonstrate success managing customer relationships within Enterprise and Growth portfolio in a retention-carrying role
• Strong Customer Success Management skills and excellent verbal and written communication
• Ability to effectively manage multiple priorities and activities simultaneously
• Excellent video, phone, written, and verbal communication skills
• Organized with a high attention to detail and ability to prioritize and manage time for successful execution
• Demonstrated ability to assess customer needs
• Comfort interacting with and tailoring messaging to all levels of customer resources
• Able to identify risks that may impact the success of projects and determine appropriate mitigating actions
• Confident, self-motivated, and a true team player
• Demonstrated desire to learn
• Knowledge of the Finance, payment or Bacs industry is desirable

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