Customer Success Manager

Billtrust is a leader in B2B accounts receivable workflow and payment software, providing AI-powered solutions to enhance customer satisfaction. The Customer Success Manager will engage with strategic customers to build long-term partnerships, leveraging AI tools to monitor customer health and drive platform adoption.

Responsibilities:

• Work directly with a portfolio of customers to define success metrics, drive platform adoption, and deliver measurable value
• Develop a deep understanding of customer needs, use cases, and objectives to ensure the Billtrust platform is properly leveraged to achieve them
• Help customers identify, frame, and realize the business value of Billtrust, building the case for renewal and expansion
• Assist customers in driving user adoption and change management within their organizations
• Other duties as assigned
• Build and maintain strong, trust-based relationships with all key customer stakeholders, from day-to-day users to executive sponsors
• Monitor and report on the overall health of customers using AI-powered health dashboards, tracking key usage and satisfaction indicators
• Ensure high customer satisfaction and retention by proactively identifying risks and coordinating timely interventions
• Drive customer advocacy by developing case studies, references, and success stories from your portfolio
• Serve as a point of escalation for key customer issues and ensure swift, well-coordinated resolution
• Evangelize Billtrust platform capabilities, identifying opportunities for further growth and collaborating with account teams to position upsells
• Work with services teams to facilitate the smooth onboarding of new customers
• Represent the voice of the customer internally, partnering with Product, Support, and Services to resolve concerns and accommodate reasonable requests
• Use AI tools to accelerate customer research, communication prep, and portfolio-level insights

Requirements:

• 2+ years of experience in customer success, account management, or a related customer-facing role at a technology company
• Demonstrated ability to build and maintain relationships with senior and executive stakeholders
• Strong written and verbal communication skills with the ability to present analysis clearly and persuasively
• Understanding of key financial services and technology trends
• Ability to understand complex business scenarios and extrapolate actionable recommendations
• Comfort using AI tools to accelerate daily work and improve customer outcomes
• Proactive, collaborative attitude with the ability to influence and drive results in a virtual team environment
• Experience in fintech, accounts receivable technology, or B2B SaaS environments
• Familiarity with CRM and customer success platforms such as Salesforce or Gainsight
• Demonstrated ability to build AI-assisted workflows into customer health monitoring and account planning