Customer Success Manager

InvoiceCloud is a fast-growing fintech leader recognized with multiple awards for its innovative solutions. The Customer Success Manager is responsible for building strong partnerships with clients, ensuring they achieve maximum value from the InvoiceCloud platform, and driving digital adoption and customer retention.

Responsibilities:

• Builds trusted relationships with clients through proactive engagement, empathy, and clear communication
• Understands each client’s business model, goals, adoption trends, and operational workflows to deliver tailored guidance
• Recognizes early signs of risk and acts quickly to maintain satisfaction and prevent churn
• Adapts communication style based on audience and context, ensuring clarity and alignment
• Shares industry knowledge and best practices related to billing, payments, and customer engagement
• Executes strategies that increase digital payment adoption, improve customer experience, and strengthen client retention
• Drives measurable improvements across revenue influence, portfolio growth, adoption metrics, and client advocacy
• Identifies upsell and cross-sell opportunities aligned with client objectives and produces high-quality customer success qualified leads
• Uses Salesforce and internal reporting tools to track performance, analyze trends, and inform client action plans
• Maintains strong focus on achieving quarterly and annual performance targets
• Manages the full lifecycle of client engagement, ensuring consistency, follow-through, and proactive planning
• Investigates client challenges and collaborates across teams to resolve issues effectively
• Develops technical fluency in client integrations and workflows to guide troubleshooting and effective communication
• Documents client discussions, action plans, and insights with accuracy to support continuity
• Operates independently with strong judgment, anticipating client needs and addressing them promptly
• Establishes scalable communication and engagement cadences to support a diverse book of business
• Uses data dashboards, analytics, and structured workflows to prioritize activities and maximize impact
• Applies strong time-management and organizational skills to balance multiple client initiatives simultaneously
• Identifies operational inefficiencies and provides data-backed recommendations to clients and internal teams
• Leverages automated tools, templates, and process improvements to enhance delivery and productivity
• Brings creative strategies to clients that improve adoption, streamline workflows, and strengthen digital performance
• Shares new insights and best practices informed by industry trends and peer comparisons
• Uses AI-assisted tools to analyze client data, prepare messaging, and uncover actionable improvements
• Experiments with new engagement formats and ideas that elevate client experience and support better results
• Continuously looks for ways to enhance internal processes and customer success delivery

Requirements:

• Strong relationship management experience with a track record of driving retention and growth
• Experience supporting clients in person and via virtual communication tools (Teams/Zoom)
• Excellent verbal, written, presentation, and interpersonal communication skills
• Customer-driven and results-oriented, with the ability to influence decision-making
• Strong organizational, planning, and time-management skills
• Experience working independently and managing multiple priorities in a fast-paced environment
• Proficiency with Microsoft Office tools and Salesforce
• Background in electronic billing, payments, merchant services, or related SaaS platforms preferred