Customer Success Manager

Billtrust India Careers; United States; Remoto; USD 59.000 - 88.000; Tempo pieno

Vantaggi offerti da questo lavoro

Health coverage

Retirement plan

PTO & parental leave

Flexible work options

Professional development

Descrizione del lavoro

Billtrust is seeking a Customer Success Manager to engage a portfolio of strategic customers, build long-term partnerships, and drive value from the Billtrust platform using AI-powered health dashboards.

You will manage relationships with stakeholders, drive platform adoption, coordinate cross-functional teams, and advocate for customers while enabling renewals and expansions.

Competenze

• 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.

Mansioni

• Define success metrics with customers, drive platform adoption, and deliver measurable value.
• Understand customer needs, use cases, and objectives to leverage Billtrust effectively.
• Articulate business value of Billtrust to support renewal and expansion.
• Drive user adoption and change management within customer organizations.
• Monitor and report customer health using AI-powered dashboards and indicators.
• Develop case studies, references, and success stories to advocate for customers.
• Represent the voice of the customer with Product, Support, and Services to address concerns.
• Use AI tools to accelerate customer research, prep, and portfolio insights.

Conoscenze

Customer success

Account management

Communication skills

Financial services knowledge

Analytical thinking

AI tools usage

Collaboration

Strumenti

Salesforce

Gainsight

Descrizione del lavoro

Who We Are

Finance leaders choose Billtrust to get paid faster, control costs, and maximize customer satisfaction. As the leader in B2B accounts receivable workflow and payment software, we provide the world’s leading brands with AI-powered solutions across the full AR lifecycle—from invoice presentment and payment processing to cash application and collections. With over 2,600 global customers, more than $1 trillion in invoice dollars processed, and a proprietary network of 13 million buyers, Billtrust delivers business value through deep industry expertise and a culture relentlessly focused on meaningful customer outcomes.

We’re an AI-first company, not just in what we build for our customers, but in how we work. Across every function, our teams use AI tools daily to work faster, make better decisions, and deliver higher-quality outcomes. We hire exceptional people, give them cutting-edge AI capabilities, and measure success by the impact they create. If you want to do the best work of your career at the frontier of AI and fintech, Billtrust is the place to do it.

Our Values

Customers

We relentlessly increase value for customer and do the right thing for them.

Action

We make ‘thoughtfully fast’ decisions, act quickly, cut through red tape, deliver progress not perfection, take ownership and accountability.

Team Spirit

We put the team ahead of ourselves, foster trust and respect, collaborate with passion, despise toxic politics, value our differences, and celebrate together.

Innovation

We challenge the status quo, experiment thoughtfully, and are novel and brilliant in what we create.

Excellence

We love to win, but we hate losing even more. We aspire to be the best and take pride in our work. When we fall short, we own it and come back stronger.

About the Role:

The Customer Success Manager is a critical role responsible for engaging a portfolio of strategic customers and building each relationship into a mutually beneficial, long-term partnership. You willleverageAI tools and co-worker agents tomonitorcustomer health, surface adoption signals, and prepare for customer conversations—focusing yourexpertiseon the trusted advisor relationships and strategic guidance that drive genuine customer satisfaction and retention.

In this role, you will be the primary point of contact for your accounts,representingthe voice of the customer internally while proactively working to ensure that every customer achieves meaningful value from theBilltrustplatform. Success here means customers renew, expand, and advocate—because theycan’timagine running their AR function without us.

What You’ll Do:

Customer Value & Platform Adoption

• 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, andobjectivesto ensure theBilltrustplatform is properlyleveragedto achieve them.

• Help customersidentify, frame, and realize the business value ofBilltrust, building the case for renewal and expansion.

• Assistcustomers in driving user adoption and change management within their organizations.

• Other duties as assigned.

Relationship Management & Retention

• Build andmaintainstrong, 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 proactivelyidentifyingrisks and coordinatingtimelyinterventions.

• 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.

Growth & Cross-Functional Collaboration

• EvangelizeBilltrustplatform capabilities,identifyingopportunities for further growth and collaborating with account teams to position upsells.

• Work with services teams tofacilitatethe 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.

What You’ll Bring:

Required Skills:

• 2+ years of experience in customer success, account management, or a related customer-facing role at a technology company.

• Demonstrated ability to build andmaintainrelationships with senior and executive stakeholders.

• Strong written and verbal communication skills with the ability to present analysis clearly and persuasively.

• Understanding ofkey financial services and technology trends.

• Ability to understand complex business scenarios andextrapolateactionable 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.

Preferred Skills:

• 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.

The expected base salary range for this position is £44,000 - £66,000 annually.

Compensation may vary depending on several factors, including a candidate’s qualifications, skills, experience, competencies, and geographic location. Some roles may qualify for extra incentives like equity, commissions, or other variable performance-related bonuses. Further details will be provided by our Talent Acquisition team during the interview process.

What You’ll Get

At Billtrust, we believe your total rewards should reflect the impact you make. Our benefits package includes comprehensive health coverage, competitive retirement, generous PTO and parental leave, flexible work options, and meaningful investment in your professional development. We’re building something special and we want you to feel supported while doing it.

At Billtrust, we value an equitable and inclusive work environment and strive to build and foster diverse teams. Even if your work experience doesn’t align exactly with the position requirements, we’d still love to hear from you. You may just be the right candidate for this or other roles.

We are committed to building a team that represents a variety of diverse backgrounds, perspectives, and skills. We are proud to be an equal opportunity workplace that celebrates and supports diversity and inclusion. We make all employment and related decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law.