Customer Success Associate

The role

You will work with customers to ensure they realize the full value of Paymode. You will drive engagement and retention while serving as a point of contact for vendor enquiries and escalations.

What you will do

• Respond to and resolve customer enquiries by educating customers on Paymode services.
• Drive customer engagement and adoption of Paymode features and capabilities.
• Manage vendor enquiries and escalations through to successful resolution.
• Identify potential retention risks and collaborate with internal teams to protect revenue.
• Build strong relationships with customers to support long-term engagement.
• Partner with Account Managers, Member Services, Reporting, and Vendor Success Operations teams.
• Support customer reviews by gathering, analyzing, and presenting data.
• Contribute to process improvement initiatives by identifying and sharing best practices.

Required qualifications

• Maximum of 3 year of customer retention experience.
• Strong customer service and relationship management skills.
• Excellent verbal and written communication skills.
• Ability to manage multiple priorities and work efficiently in a fast-paced environment.
• A genuine passion for helping customers succeed.
• Strong problem-solving skills.
• Positive, proactive, and self-motivated approach.
• Team-oriented mindset with the confidence to work independently.

Nice to have

• Understanding of the payments ecosystem, financial technology landscape, and industry trends.
• Experience using CRM platforms and customer success management tools.
• Experience reporting on customer success programs, customer engagement, or retention activities.
• Bachelor's degree (or equivalent) in Business, Technology, Finance, or a related field.

About the company

Bottomline is a global leader in business payments and cash management with over 35 years of experience. The company moves more than $16 trillion in payments annually.