Customer Success Manager

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 will leverage AI tools and co-worker agents to monitor customer health, surface adoption signals, and prepare for customer conversations—focusing your expertise on 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, representing the voice of the customer internally while proactively working to ensure that every customer achieves meaningful value from the Billtrust platform. Success here means customers renew, expand, and advocate—because they can’t imagine 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, and objectives to ensure the Billtrust platform is properly leveraged to achieve them. 

• Help customers identify, frame, and realize the business value of Billtrust, building the case for renewal and expansion. 

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

• Other duties as assigned. 

Relationship Management & Retention 

• Build and maintain strong, 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 proactively identifying risks and coordinating timely interventions. 

• 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 

• Evangelize Billtrust platform capabilities, identifying opportunities for further growth and collaborating with account teams to position upsells. 

• Work with services teams to facilitate the 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 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. 

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.