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For Companies At a Glance
- Tasks: Engage with customers to enhance their experience and drive success.
- Company: Join Bottomline, a leader in business payments with 35 years of innovation.
- Benefits: Full-time role with competitive salary and inclusive work culture.
- Why this job: Make a real impact by helping customers achieve their goals.
- Qualifications: 3-5 years in SaaS Customer Success or Account Management required.
- Other info: Dynamic team environment with opportunities for growth and development.
The predicted salary is between 36000 - 60000 £ per year.
Join to apply for the Customer Success Manager role at 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 are looking for passionate individuals to join our team and help drive impactful results for our customers. If you are dedicated to delighting customers and promoting growth and innovation, we want you on our team!
As 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 cross-functionally 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- 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.
- 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.
- 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.
- Monitor customer engagement metrics, churn rates, and overall satisfaction.
- Prepare reports and insights on customer success initiatives.
- 3-5+ SaaS Customer Success or Account Management experience.
- Demonstrated commercial mindset, with an understanding of “selling moments”.
- 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 are proud to be an equal opportunity employer, committed to creating an inclusive and open environment for everyone.
Seniority level: Mid-Senior level. Employment type: Full-time. Job function: Other. Industries: Software Development.
Customer Success Manager employer: Bottomline
Contact Detail:
Bottomline Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Manager
✨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 can really boost your chances.
✨Tip Number 2
Prepare for the interview by understanding Bottomline's products and services. Show us how you can add value to our customers and drive their success. Tailor your examples to highlight your experience in customer engagement and problem-solving.
✨Tip Number 3
Practice your communication skills! As a Customer Success Manager, you'll need to convey ideas clearly. Try mock interviews with friends or use online platforms to refine your pitch and get comfortable presenting.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows your enthusiasm for joining the Bottomline team directly.
We think you need these skills to ace Customer Success Manager
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Success Manager role. Highlight your experience in SaaS and how you've driven customer success in previous roles. We want to see how you can bring value to our team!
Showcase Your Communication Skills: Since this role involves a lot of interaction with customers, it's crucial to demonstrate your outstanding verbal and written communication skills. Use clear and concise language in your application to reflect how you would communicate with our clients.
Highlight Problem-Solving Experience: We love candidates who can think on their feet! Share examples of how you've resolved customer issues or improved customer satisfaction in the past. This will show us that you're ready to tackle challenges head-on.
Apply Through Our Website: Don't forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. We can't wait to see what you bring to the table!
How to prepare for a job interview at Bottomline
✨Know Your Customer Success Metrics
Before the interview, brush up on key customer success metrics like churn rates and customer health scores. Be ready to discuss how you've used these metrics in past roles to drive growth and retention. This shows you understand the importance of data in optimising customer experiences.
✨Demonstrate Your Consultative Approach
Prepare examples that highlight your consultative skills. Think about times when you've acted as a strategic advisor to customers, identifying upselling or cross-selling opportunities. This will illustrate your ability to build long-term relationships and protect revenue.
✨Showcase Your Communication Skills
Since communication is key in this role, practice articulating your thoughts clearly and confidently. Prepare to present a scenario where you effectively communicated with a diverse audience, whether internally or externally. This will demonstrate your ability to be the 'voice of the customer'.
✨Be Ready to Discuss Cross-Functional Collaboration
Think of examples where you've worked cross-functionally with sales, support, or product teams to resolve customer issues. Highlighting your teamwork skills will show that you can effectively collaborate to ensure customer success and satisfaction.
