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 Summary:  

As a Customer Success Manager   within  Rest of World Banking , 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.   

 

As a CSM, you will serve as the main point of contact for customers, helping them achieve their goals, resolve challenges, and drive engagement.  

 

You will lead our  customers  to their desired outcomes and  demonstrate  the significance of the strategic partnership with Bottomline Technologies. Through a consultative approach, you will proactively engage and enable the  c ustomer throughout the journey to ensure success and delight. You will work cross functionality to ensure teams are executing to enable  c ustomer  s uccess.   

 

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 looking for opportunities to expand the current value .   

 

You will measure and  monitor  the adoption and health of our  customers  throughout the customer  journey  and y ou will be the primary engagement point with the  c ustomer for  m onthly reviews, as well as resolving challenges and issues.   

 

You are at the forefront of activities that will continuously drive increased customer delight and are  ultimately responsible  for the retention and significant growth for your assigned Customers.   

 

Key Responsibilities:  

• Customer  Management & Retention  

• Develop long-term relationships with customers, understanding their business needs.  

• Protect the revenue and maximise renewal opportunities.  

• Act as a strategic advisor,  identifying  opportunities for upselling and cross-selling.  

• Monitor customer health scores and proactively address potential issues.  
   

• Communication   – Voice of the Customer  

• Be the internal voice to raise awareness if there is risk and drive the teams to mitigate it.  

• Outstanding verbal and written communication skills, with the ability to present to a diverse audience, both internally and externally  

 

• Support & Problem Solving  

• Serve as the main point of contact for customer inquiries and concerns.  

• Work cross-functionally with sales, support, and product teams to resolve customer issues.  

•  

• Performance Tracking & Reporting  

• Monitor customer engagement metrics, churn rates, and overall satisfaction.  

• Prepare reports and insights on customer success initiatives.  

 

 

Essential experience:        

• 3-5+ SaaS Customer Success or Account Management experience.  

• Demonstrated commercial mind set, with an understanding of “selling moments ” .  

• Process orientation, with a keen focus on Customer goal achievement KPI’s.   

• Experience of using data  to drive growth and retention campaigns   

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.