Customer Success Manager

Bottomline; Greater London; On-site; GBP 55,000 - 75,000; Full time

Job summary

Bottomline is seeking a Customer Success Manager for Rest of World Banking to optimize the customer journey and protect revenue across the assigned portfolio. You will act as the main point of contact, helping customers achieve goals, resolve challenges and drive ongoing engagement.

In this role you will collaborate with Sales, Support, and Product to expand value through upselling and cross-selling, monitor health metrics, and provide monthly reviews to ensure customer delight and renewal

Qualifications

• 3–5+ SaaS Customer Success or Account Management experience.
• Commercial mindset with a focus on selling moments.
• Process orientation and KPI-driven goal achievement.
• Experience using data to drive growth and retention campaigns.

Responsibilities

• Customer Management & Retention: Develop long-term relationships and protect revenue.
• Communication – Voice of the Customer: Elevate internal awareness and drive teams to mitigate risk.
• Support & Problem Solving: Serve as main contact and resolve customer inquiries with cross-functional teams.
• Performance Tracking & Reporting: Monitor engagement metrics, churn, and satisfaction; report insights.

Skills

SaaS

Customer Success

Account Management

Upselling

Cross-selling

Data analytics

Communication

Stakeholder management

Job description

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!

Position Summary:

As a Customer Success Manager within Rest of World Banking , you are responsible for optimizing and enriching the customer experience through proactive engagement strategies for your assigned portfolio of Customers. Our goal is to protect and grow the revenue in our existing customer portfolio.

As a CSM, you will serve as the main point of contact for customers, helping them achieve their goals, resolve challenges, and drive engagement.

You will lead our customers to their desired outcomes and demonstrate the significance of the strategic partnership with Bottomline Technologies. Through a consultative approach, you will proactively engage and enable the c ustomer throughout the journey to ensure success and delight. You will work cross functionality to ensure teams are executing to enable c ustomer s uccess.

Working closely with Sales, you will identify opportunities to expand business by positioning and recommending additional products, solutions and services that will maximize business value for the Customer as well as reviewing contracts and looking for opportunities to expand the current value .

You will measure and monitor the adoption and health of our customers throughout the customer journey and y ou will be the primary engagement point with the c ustomer for m onthly reviews, as well as resolving challenges and issues.

You are at the forefront of activities that will continuously drive increased customer delight and are ultimately responsible for the retention and significant growth for your assigned Customers.

Key Responsibilities:

• Customer Management & Retention
• Develop long-term relationships with customers, understanding their business needs.
• Protect the revenue and maximise renewal opportunities.
• Act as a strategic advisor, identifying opportunities for upselling and cross-selling.
• Monitor customer health scores and proactively address potential issues.
  
• Communication – Voice of the Customer
• Be the internal voice to raise awareness if there is risk and drive the teams to mitigate it.
• Outstanding verbal and written communication skills, with the ability to present to a diverse audience, both internally and externally
• Support & Problem Solving
• Serve as the main point of contact for customer inquiries and concerns.
• Work cross-functionally with sales, support, and product teams to resolve customer issues.
• Performance Tracking & Reporting
• Monitor customer engagement metrics, churn rates, and overall satisfaction.
• Prepare reports and insights on customer success initiatives.
• 3-5+ SaaS Customer Success or Account Management experience.
• Demonstrated commercial mind set, with an understanding of "selling moments ".
• Process orientation, with a keen focus on Customer goal achievement KPI’s.
• Experience of using data to drive growth and retention campaigns

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.

Bottomline – RoW Candidate Privacy Notice

What is the purpose of this document?

This is a Candidate Privacy Notice for (each “Bottomline” “we” and “us”). The Controller in relation to personal data will be the Bottomline company to which you have applied. The Controller is responsible for deciding how it holds and uses your personal data. You are being sent a copy of this Privacy Notice because you are applying for work with Bottomline (whether as an employee, worker or contractor). It makes you aware of how and why your personal data will be used, namely for the purposes of the recruitment exercise, and how long it will usually be retained for.

Principles of data protection

Personal information (also referred to as personal data) means information (or a combination of information) relating to a person which allows that person to be identified. This does not include information where it is not possible to identify a person.

The principles of data protection are outlined below, we will comply with all applicable laws, and ensure that your personal information is:

• Processed lawfully, fairly and in a transparent
• Processed for limited purposes, clearly explained to you in this notice or
• Relevant to only the purposes that we have told you
• Accurate and kept up to
• Kept only for as long as
• Kept

The data we collect:

In connection with your application to work with us, we will collect, store, and use the following categories of your personal information:

• Information you have provided in your resume/curriculum vitae and covering letter.
• Information you have provided on our application form, including name, title, telephone number, personal email address, gender, salary information, notice period, information on your right to work in the applicable country, and any other information we may deem essential to assess your suitability for the position.
• Any information you provide during an interview.
• Test Results (e.g. technical assessments or equivalent), passport copies (and marriage certificate if required for change of name), proof of address. Should you contact us regarding your application or related activities such as interviews we may hold this correspondence for future reference. This includes the status of your application.

Where necessary, we may also collect, store and use the following types of more sensitive personal information:

• Information about your race, ethnicity, or gender.
• Information about any reasonable adjustments you require in the workplace for your health.
• Information about criminal convictions and offences.
• Information from global sanctions and Politically Exposed Persons checks.

We will only collect information about criminal convictions where it is necessary, lawful, and relevant to the nature of the role. This would be carried out by our background checking partner, and they may share it with us, if we would like to offer you the role (conditional on checks and any other conditions, such as references, being satisfactory).

How do we collect your personal information?

We usually collect personal data from candidates using an application tracking system. We may also automatically collect certain information, such as IP addresses and device identifiers. Should it not be collected during your initial application process, we may use the following sources to collect your personal information:

• You, the candidate.
• Our Talent Operations team may request the following information for the purpose of onboarding; CV, name, preferred name, date of birth, gender, marital status, ID number, proof of ID, photo, address, proof of address, telephone number, email address, emergency contact details, workplace adjustments required, work experience and education details, current salary, notice period and reason for leaving, banking, tax and benefits information, as required for the location of the role for which you are being considered.
• Any recruitment agency through which you apply or are recommended by, from which we collect the following categories of data: including name, title, address, telephone number, personal email address, date of birth, gender, employment history, qualifications, remuneration, benefits information, proof of identity, proof of address and any other information deemed relevant to the role for which you are being considered.
• Our background check provider, from which we collect the following categories of data: identity and right to work confirmation, criminal history, global sanctions and politically exposed persons (PEP) screening, education and employment verification, credit and financial background (where relevant), directorships and conflict of interest checks, and adverse media searches. All checks are conducted only where necessary and appropriate for the position, in accordance with applicable laws and with your explicit consent.
• Your named referees, from whom we collect the following categories of data: job title, dates of employment, reason for leaving, rehire information.

How is your personal information used