Customer Success Manager

The role

You will optimize and enrich the customer experience through proactive engagement for an assigned portfolio. You will serve as the main point of contact to help customers achieve goals, resolve challenges, and drive engagement.

What you will do

• Develop long-term relationships with customers
• Protect revenue and maximize renewal opportunities
• Act as a strategic advisor for upselling and cross-selling
• Monitor customer health scores and address potential issues
• Raise awareness of risks to internal teams
• Serve as the main point of contact for customer inquiries
• Work cross-functionally with sales, support, and product teams
• Monitor customer engagement metrics, churn rates, and satisfaction
• Prepare reports and insights on customer success initiatives

Required qualifications

• 3-5+ SaaS Customer Success or Account Management experience
• Demonstrated commercial mind set with an understanding of selling moments
• Process orientation with a focus on Customer goal achievement KPI's
• Experience of using data to drive growth and retention campaigns
• Outstanding verbal and written communication skills

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.