Overview

Customer Success Manager

role at

BottomlineBottomline is a global leader in business payments and cash management, with over 35 years of experience and handling more than $16 trillion in payments annually. We are looking for passionate individuals to join our team and help drive impactful results for our customers. If you are dedicated to delighting customers and promoting growth and innovation, we want you on our team!Position SummaryAs a Customer Success Manager within Risk Solutions, you are responsible for optimizing and 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. You will serve as the main point of contact for customers, helping them achieve their goals, resolve challenges, and drive engagement. Through a consultative approach, you will proactively engage and enable the customer throughout the journey to ensure success and delight. You will work cross-functionally to ensure teams are executing to enable customer success. Working closely with Sales, you will identify opportunities to expand business by positioning and recommending additional products, solutions and services that will maximize business value for the customer, as well as reviewing contracts and exploring opportunities to expand current value. You will measure and monitor the adoption and health of our customers throughout the customer journey and will be the primary engagement point for monthly reviews, as well as resolving challenges and issues. You will be at the forefront of activities that drive increased customer delight and are ultimately responsible for retention and significant growth for your assigned customers.Key ResponsibilitiesCustomer Management and Retention — Develop long-term relationships with customers, understanding their business needs; protect revenue and maximise renewal opportunities; act as a strategic advisor for upsell/cross-sell opportunities.Health Monitoring and Issue Resolution — Monitor customer health scores, proactively address potential issues, resolve inquiries and concerns; communicate the Voice of the Customer.Cross-Functional Collaboration — Work with sales, support, and product teams to resolve issues and drive customer success.Engagement and Reporting — Lead monthly reviews, monitor engagement metrics, churn, and overall satisfaction; prepare reports and insights on customer success initiatives.Essential Experience3+ years in SaaS Customer Success or Account Management.Commercial mindset with a focus on upsell/cross-sell opportunities.Strong data analysis skills with experience identifying trends to drive retention and growth.Experience executing one-to-many customer campaigns (e.g., email, webinars, scalable playbooks).Process-oriented with a focus on customer KPIs and goal achievement.Proven ability to hit the ground running and drive impact quickly.Confident communicator with strong stakeholder management skills.Desirable ExperienceBackground in fraud prevention, financial crime, risk management.Understanding of the payments industry and key players.Familiarity with fraud trends and technologies used to mitigate them.Experience working with fraud/risk teams at customer organizations.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.Note : This posting may include multiple similar roles in various locations. Referrals increase your chances of interviewing at Bottomline.

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