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For Companies At a Glance
- Tasks: Engage with customers to enhance their experience and drive growth.
- Company: Join Bottomline, a global leader in business payments and cash management.
- Benefits: Competitive salary, inclusive culture, and opportunities for professional development.
- Why this job: Make a real impact by helping customers succeed and grow their businesses.
- Qualifications: 3+ years in SaaS Customer Success or Account Management with strong communication skills.
- Other info: Dynamic team environment with a focus on innovation and customer delight.
The predicted salary is between 36000 - 60000 ÂŁ per year.
Customer Success ManagerJoin to apply for the Customer Success Manager role at Bottomline
Why Choose Bottomline? 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\âre looking for passionate individuals to join our team and help drive impactful results for our customers. If you\âre dedicated to delighting customers and promoting growth and innovation â we want you on our team!
Position SummaryAs 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 customer throughout the journey to ensure success and delight. You will work crossâfunctionality 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 longâterm relationships with customers, understanding their business needs.
Protect the revenue and maximise renewal opportunities.
Act as a strategic advisor, identifying opportunities for upselling and crossâselling.
Monitor customer health scores and proactively address potential issues.
Communication â 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 crossâfunctionally 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
3â5+ SaaS Customer Success or Account Management experience.
Demonstrated commercial mindset, with an understanding of \âselling moments\â.
Process orientation, with a keen focus on Customer goal achievement KPIs.
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\âre proud to be an equal opportunity employer, committed to creating an inclusive and open environment for everyone.
Seniority level: MidâSenior level. Employment type: Fullâtime. Job function: Other. Industries: Software Development.
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Customer Success Manager employer: Bottomline
Contact Detail:
Bottomline Recruiting Team
StudySmarter Expert Advice đ¤Ť
We think this is how you could land Customer Success Manager
â¨Tip Number 1
Network like a pro! Reach out to current or former employees at Bottomline on LinkedIn. A friendly chat can give you insider info and maybe even a referral, which is always a bonus!
â¨Tip Number 2
Prepare for the interview by researching Bottomline's products and services. Show us that you understand their customer success approach and how you can contribute to delighting customers.
â¨Tip Number 3
Practice your storytelling skills! Be ready to share specific examples of how you've driven customer success in the past. We love hearing about your wins and how you tackled challenges.
â¨Tip Number 4
Donât forget to apply through our website! Itâs the best way to ensure your application gets seen by the right people. Plus, it shows you're genuinely interested in joining our team.
We think you need these skills to ace Customer Success Manager
Some tips for your application đŤĄ
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Success Manager role. Highlight your experience in SaaS and customer management, and show us how you can drive growth and delight customers.
Showcase Your Skills: Donât just list your skills; give us examples of how you've used them in past roles. Whether itâs data analysis or managing customer relationships, we want to see how youâve made an impact!
Be Authentic: Let your personality shine through in your application. Weâre looking for passionate individuals who are dedicated to customer success, so donât be afraid to show us what makes you unique!
Apply Through Our Website: We encourage you to apply directly through our website. Itâs the best way for us to receive your application and ensures youâre considered for the role. Plus, itâs super easy!
How to prepare for a job interview at Bottomline
â¨Know Your Customer Success Basics
Before the interview, brush up on the fundamentals of customer success management. Understand how to build long-term relationships and the importance of upselling and cross-selling. This will help you speak confidently about how you can protect revenue and maximise renewal opportunities.
â¨Showcase Your Data Skills
Since strong data analysis skills are essential for this role, prepare examples of how you've used data to identify trends and drive retention in previous positions. Be ready to discuss specific metrics you've monitored and how they influenced your strategies.
â¨Prepare for Cross-Functional Collaboration Questions
Think of instances where you've worked with sales, support, or product teams to resolve issues. Highlight your ability to communicate effectively across departments and how that led to successful outcomes for customers.
â¨Engagement Metrics Matter
Familiarise yourself with common engagement metrics and customer health scores. Be prepared to discuss how you've monitored these in the past and what actions you took based on the insights you gathered. This shows you're proactive and results-driven.
