Customer Success Manager

About the Role: 

The Customer Success Manager’s primary responsibility is to engage strategic customers and build the relationship into a mutually beneficial and profitable partnership, with a focus on driving customer satisfaction. The CSM will define, quantify and analyze relationships with strategic customers so that their success is not left up to chance. The CSM shall have regular contact with multiple key customers and work internally with cross functional departments in representing the voice of the customer, to actively resolve concerns and accommodate reasonable requests. To be successful in this role, all customer communication, both oral and written, with key stakeholders at strategic customers will be accurate and informative. Additionally, as the main point of contact for a customer, the CSM will understand the customer's business and needs and will focus efforts on tasks that result in higher customer satisfaction and retention.

What You'll Do:

• Work directly with a portfolio of customers to define success and drive adoption and value
• Help our customers identify, frame and realize value out of using Billtrust
• Develop a deep understanding of customer needs, use cases, and objectives to ensure that the Billtrust platform is properly leveraged to achieve them
• Assist customers in driving user adoption and change management within their organization
• Build and maintain strong relationships with all key customer stakeholders
• Monitor and report on the overall well-being of customers, tracking key health and usage indicators
• Serve as a point of escalation for key customer issues and ensure swift resolution
• Drive customer advocacy through case studies and references
• Ensure high customer satisfaction and retention
• Evangelize the capabilities of the Billtrust platform, identifying opportunities for further growth within customers while working collaboratively with the account team to position upsells
• Work with the services teams to facilitate the onboarding of new customers

What You Bring: 

• Experience working with C-Level executives in supporting and providing them advice and presenting analysis to sustain your advice
• 3+ years’ experience in management consulting and/or value selling (could have been working in internal strategy/consulting departments)
• Understanding of key Financial Services and technology trends
• Understanding and hands on experience working in large/complex opportunities or working at/with large and complex companies (where it was required to manage multiple agendas and stakeholders)
• Ability to understand complex scenarios and business operations using limited information and able to extrapolate recommendations on path forward and key set of initiatives for executives to consider
• Preferably: experience working in roles that had a strong technology component (that at least required an understanding of the impact technology can have)
• It is critical to be proactive and have a collaborative attitude
• We work in a fast pace and dynamic environment, so you need to make things happen
• Able to influence and drive others when working in a virtual team environment

The expected base salary range for this position is $80,000 - $90,000 USD annually.
Compensation may vary depending on several factors, including a candidate’s qualifications, skills, experience, competencies, and geographic location. Some roles may qualify for extra incentives like equity, commissions, or other variable performance-related bonuses. Further details will be provided by our Talent Acquisition team during the interview process.