Customer Success Manager

Bottomline Technologies; Emea; Remote; IDR 1.672.940.000 - 2.091.176.000; Full time

Job summary

A global financial technology company is seeking a Customer Success Manager to enhance customer engagement and drive retention. The role requires fluency in German and English, along with 3-5 years of SaaS Customer Success experience. You will be the primary contact for customers, developing long-term relationships and identifying upselling opportunities. This position offers remote work flexibility, with some travel required.

Qualifications

• 3-5+ years in SaaS Customer Success or Account Management.
• Demonstrated commercial mindset with an understanding of selling moments.
• Process-oriented with a focus on customer goal achievement KPIs.

Responsibilities

• Be the main point of contact for customers, helping them achieve their goals.
• Monitor customer health scores and address potential issues.
• Drive retention and growth for your assigned customers.

Skills

Fluency in German

Fluency in English

Customer relationship management

Cross-selling

Problem solving

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!

Overview

Role: Customer Success Manager, Rest of World Banking. You will optimize and enrich the customer experience through proactive engagement strategies for your assigned portfolio, with the goal of protecting and growing revenue in the existing customer base.

The Role

As a Customer Success Manager, you will:

• Be the main point of contact for customers, helping them achieve their goals, resolve challenges, and drive engagement.
• Lead customers to their desired outcomes and demonstrate the value of the strategic partnership with Bottomline Technologies.
• Adopt a consultative approach and enable the customer throughout the journey to ensure success and delight.
• Work cross-functionally to ensure teams are aligned to enable customer success.
• Collaborate with Sales to identify opportunities to expand business by positioning and recommending additional products, solutions, and services; review contracts for expansion opportunities.
• Measure and monitor adoption and health across the customer journey; conduct monthly reviews and address challenges and issues.
• Drive retention and growth for your assigned customers.

Location: Candidate must be able to work remotely from Zurich; some travel may be required.

How you’ll contribute

Customer Management & Retention

• Develop long-term relationships, understand business needs, protect 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

• Raise awareness of risks internally and drive mitigation efforts.
• Demonstrate outstanding verbal and written communication skills to diverse audiences.

Support & Problem Solving

• Serve as the main point of contact for customer inquiries and concerns.
• Collaborate with sales, support, and product teams to resolve issues.

Performance Tracking & Reporting

• Monitor engagement metrics, churn rates, and overall satisfaction.
• Prepare reports and insights on customer success initiatives.

What we’re looking for

• Fluency in German and English is required; French is a strong advantage.
• 3-5+ years in SaaS Customer Success or Account Management.
• Demonstrated commercial mindset with an understanding of selling moments.
• Process-oriented with a focus on customer goal achievement KPIs.
• Experience using data to drive growth and retention campaigns.

Equal opportunity notice: Bottomline is proud to be an equal opportunity employer, committed to creating an inclusive environment for everyone.

Application process

If you’re interested in joining Bottomline, apply with your resume/CV. We will contact suitable candidates about next steps.