Customer Success Manager

Bottomline; London; On-site; GBP 50,000 - 70,000; Full time

Job summary

A global leader in business payments seeks a Customer Success Manager in London to optimize customer experiences and drive engagement for their portfolio. The candidate should have 3+ years of experience in SaaS customer success, strong communication skills, and a commercial mindset to identify upselling opportunities. This role involves proactive customer management, reporting metrics, and cross-functional collaboration.

Qualifications

• 3+ years in SaaS Customer Success or Account Management.
• Strong data analysis skills with experience identifying trends.
• Proven ability to hit the ground running and drive impact quickly.

Responsibilities

• Develop long-term relationships with customers for retention.
• Serve as the main point of contact for customer inquiries.
• Monitor customer engagement metrics and prepare reports.

Skills

Customer Management

Communication Skills

Problem Solving

Data Analysis

Job description

Overview

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!

Position Summary:

As a Customer Success Manager within Risk Solutions, 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. Through a consultative approach, you will proactively engage and enable the customer throughout the journey to ensure success and delight. You will work cross functionality to ensure teams are executing to enable customer success. 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 you will be the primary engagement point with the customer for monthly 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.

Essential Experience:

• 3+ years in SaaS Customer Success or Account Management.
• Commercial mindset with an eye for upsell/cross-sell opportunities.
• Strong data analysis skills with experience identifying trends to drive retention and growth.
• Experience executing one-to-many customer campaigns (e.g. email, webinars, scalable playbooks).
• Process-oriented with a focus on customer KPIs and goal achievement.
• Proven ability to hit the ground running and drive impact quickly.
• Confident communicator with strong stakeholder management skills.

Desirable Experience:

• Background in fraud prevention, financial crime, risk management.
• Understanding of the payments industry and key players.
• Familiarity with fraud trends and technologies used to mitigate them.
• Experience working with fraud/risk teams at customer organizations.

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.