Note: The job is a remote job and is open to candidates in USA. Billtrust is a leader in B2B accounts receivable workflow and payment software, providing AI-powered solutions to finance leaders. The Customer Success Manager will engage with strategic customers, ensuring they achieve meaningful value from the Billtrust platform while fostering long-term partnerships.
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
Skills
- 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
Benefits
- Comprehensive health coverage
- Competitive retirement
- Generous PTO
- Parental leave
- Flexible work options
- Meaningful investment in your professional development
Company Overview