Senior Customer Success Manager

Billtrust US Careers

2d•$90,000 - $110,000•Remote

About The Position

The Senior 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 Senior CSM will define, quantify and analyze relationships with strategic customers so that their success is not left up to chance. This role will 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 Seniorr CSM will understand the customer's business and needs and will focus efforts on tasks that result in higher customer satisfaction and retention.

Requirements

Proven track record of partnering with C-level stakeholders to understand business objectives, deliver data-driven insights, and provide strategic guidance that drives customer outcomes and long-term value
5+ years of experience in customer-facing strategy, value-based selling, or management consulting, with a strong focus on aligning solutions to customer goals and demonstrating measurable business impact
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
Proactive and 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

Nice To Haves

Experience working in roles with a strong technology component is preferred

Responsibilities

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

Benefits

Work from Anywhere: Your home, a coffee shop, a company paid WeWork.... you decide!
A Culture that Lives its Values: Our values are not just words or window dressing, they guide our decisions - big and small - each and every day.
Flexible Working Hours: We support your lifestyle- the results are what count.
Open PTO: Work-life balance is important. We believe in giving our employees time to truly relax and recharge.
Sabbatical: A paid leave to reward longevity and commitment to Billtrust.
Paid Parental Leave: To promote parent-child bonding and increase gender equity at home and in the workplace.
Opportunities for Growth: Professional development can take many shapes. Join one of our seven ERGs or participate in our Mentor-Mentee, and Leadership development programs- we foster an environment where all employees can grow.
Recognition: From Billtrust Bucks and CEO Shoutouts to Culture Champion and CEO Excellence Awards, our employees are recognized for hard work and outcomes achieved.
Benefits: Medical, dental, vision, 401(k) with company match, short-term and long-term disability, flexible spending accounts, HSA, and life, cancer, and AD&D insurance.
Minimal Bureaucracy: An entrepreneurial environment of ownership and accountability allows you to get work done.