Senior Customer Success Manager

Billtrust is a B2B order-to-cash software and digital payments market leader. The Senior Customer Success Manager's primary responsibility is to engage strategic customers, build relationships, and drive customer satisfaction while collaborating with cross-functional teams to resolve concerns and accommodate requests.

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

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
• Experience working in roles with a strong technology component