Customer Success Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Engage with a portfolio of strategic clients to cultivate long-term partnerships.

• Establish metrics for customer success, promote platform adoption, and provide measurable value.

• Comprehend customer needs, use cases, and goals to ensure effective use of the platform.

• Assist customers in recognizing and achieving Billtrust’s business value to facilitate renewals and growth.

• Support user adoption and manage organizational change.

• Develop and maintain relationships with customer stakeholders, including executive sponsors.

• Track and report customer health utilizing AI-driven dashboards and indicators of usage and satisfaction.

• Identify potential customer risks and coordinate timely interventions to enhance satisfaction and retention.

• Create customer case studies, references, and success stories.

• Escalate significant customer issues and coordinate resolutions.

• Spot growth opportunities and collaborate with account teams on upselling initiatives.

• Facilitate the onboarding process of new customers alongside service teams.

• Represent the customer’s voice internally and collaborate with Product, Support, and Services teams.

• Utilize AI tools for customer research, communication preparation, and portfolio insights.

• Perform additional duties as required.

⛳️ Requirements

• A minimum of 2 years of experience in customer success, account management, or a similar customer-facing role in a technology company.

• Proven ability to establish and nurture relationships with senior and executive stakeholders.

• Excellent written and verbal communication abilities.

• Familiarity with key trends in financial services and technology.

• Capability to understand complex business scenarios and formulate actionable recommendations.

• Comfort in using AI tools to enhance daily operations and improve customer outcomes.

• A proactive, collaborative mindset with the ability to influence and drive results in a virtual team setting.

• Preferred: experience in fintech, accounts receivable technology, or B2B SaaS environments.

• Preferred: knowledge of CRM and customer success platforms such as Salesforce or Gainsight.

• Preferred: ability to develop AI-assisted workflows for monitoring customer health and account planning.

🏝️ Benefits

• Comprehensive health coverage.

• Competitive retirement plan.

• Generous paid time off (PTO).

• Parental leave.

• Flexible work options.

• Investment in professional development.

• Potential for additional incentives such as equity, commissions, or other performance-related bonuses.