Customer Success Manager
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Job Description
Customer Success Manager driving adoption, retention, and expansion for Billtrust’s AI-powered B2B accounts receivable software. Managing strategic customer relationships, health monitoring, onboarding, escalations, and cross-functional growth initiatives.
Responsibilities:
- Engage a portfolio of strategic customers and build long-term partnerships
- Define customer success metrics, drive platform adoption, and deliver measurable value
- Understand customer needs, use cases, and objectives to ensure effective platform usage
- Help customers identify and realize Billtrust’s business value to support renewals and expansion
- Assist with user adoption and organizational change management
- Build and maintain relationships with customer stakeholders, including executive sponsors
- Monitor and report customer health using AI-powered dashboards and usage and satisfaction indicators
- Identify customer risks and coordinate timely interventions to support satisfaction and retention
- Develop customer case studies, references, and success stories
- Escalate key customer issues and coordinate resolutions
- Identify growth opportunities and collaborate with account teams on upsells
- Facilitate onboarding of new customers with services teams
- Represent the customer voice internally and partner with Product, Support, and Services
- Use AI tools for customer research, communication preparation, and portfolio insights
- Perform other duties as assigned
Requirements:
- 2+ years of experience in customer success, account management, or a related customer-facing role at a technology company
- Ability to build and maintain relationships with senior and executive stakeholders
- Strong written and verbal communication skills
- Understanding of key financial services and technology trends
- Ability to understand complex business scenarios and develop actionable recommendations
- Comfort using AI tools to accelerate daily work and improve customer outcomes
- Proactive, collaborative attitude and ability to influence and drive results in a virtual team environment
- Preferred: experience in fintech, accounts receivable technology, or B2B SaaS environments
- Preferred: familiarity with CRM and customer success platforms such as Salesforce or Gainsight
- Preferred: ability to build AI-assisted workflows for customer health monitoring and account planning
Benefits:
- Comprehensive health coverage
- Competitive retirement
- Generous PTO
- Parental leave
- Flexible work options
- Professional development investment
- Potential additional incentives such as equity, commissions, or other variable performance-related bonuses
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