Customer Success Associate

Bottomline; Reading; On-site; GBP 80,000 - 100,000; Full time

Job summary

A global leader in business payments seeks a Customer Success Associate to manage revenue protection and customer retention. Responsibilities include maintaining the Churn Log, reporting high-risk accounts, and analyzing churn pipeline data. The ideal candidate will have experience in Customer Success or Customer Service, strong communication skills, and be proficient in Microsoft Office. Join a dynamic team committed to driving customer satisfaction and business growth in a collaborative environment.

Qualifications

• Previous experience in Customer Success or Customer Service.
• Ability to manage customer relationships effectively.
• Ability to assess business needs and identify risks.

Responsibilities

• Manage the Churn Log and ensure data accuracy.
• Identify and report high-risk accounts weekly.
• Provide monthly analysis of risk status and churn.

Skills

Customer Success

Strong communication skills

Organizational skills

Attention to detail

Stakeholder engagement

Ability to manage multiple priorities

Team player

Proficient in Microsoft Word

Proficient in Microsoft Excel

Proficient in Microsoft PowerPoint

Job description

Why Choose Bottomline?

Are you ready to transform the way businesses pay and get paid? Bottomline is a global leader in business payments and cash management, with over 35 years of experience and moving more than $16 trillion in payments annually. We're looking for passionate individuals to join our team and help drive impactful results for our customers. If you're dedicated to delighting customers and promoting growth and innovation - we want you on our team!

The Role:

As a Customer Success Associate, you will play a key role in protecting revenue and supporting customer retention. You will own and maintain the Churn Log, ensuring all risk and potential churn data is captured accurately and updated daily. Your work will enable precise forecasting and provide visibility into churn and risk across the business.

You will report to the Director of Customer Success and contribute to specific projects aimed at enhancing customer value and driving business growth.

What will make you successful:

• Manage the Churn Log: Ensure accuracy and completeness of all entries, updating daily.
• Risk Reporting: Identify and report high-risk accounts weekly to the Director of Customer Success.
• Monthly Analysis: Provide a summary of changes in risk status and churn pipeline.
• Stakeholder Engagement: Build strong relationships with internal teams, decision‑makers, and key stakeholders.
• Process Improvement: Develop and share best practices to improve efficiency and effectiveness within Customer Success.
• Project Support: Undert specific projects to enhance customer value and revenue growth.

If you have the attributes, skills, and experience listed below, we want to hear from you!

• Previous experience in Customer Success or Customer Service, with a proven ability to manage customer relationships.
• Strong communication skills—verbal, written, and virtual (video/phone).
• Ability to manage multiple priorities and work effectively under pressure.
• Highly organised with excellent attention to detail and time management skills.
• Ability to assess business needs and identify risks impacting project success.
• Comfortable engaging with stakeholders at all levels and tailoring communication appropriately.
• Confident, self‑motivated, and collaborative team player with a desire to learn.
• Proficient in Microsoft Word, Excel, and PowerPoint.
• Knowledge of the Finance or Payments industry (including BACS) is desirable.

We welcome talent at all career stages and are dedicated to understanding and supporting additional needs. We're proud to be an equal opportunity employer, committed to creating an inclusive and open environment for everyone.