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For Companies At a Glance
- Tasks: Engage with customers to enhance their experience and drive success.
- Company: Bottomline is a global leader in business payments with over 35 years of experience.
- Benefits: Enjoy a full-time role with opportunities for growth and a supportive work environment.
- Why this job: Join a passionate team focused on customer delight and impactful results.
- Qualifications: Fluency in German and English, plus 3-5+ years in SaaS Customer Success or Account Management.
- Other info: We value diversity and are committed to creating an inclusive workplace.
The predicted salary is between 36000 - 60000 £ per year.
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 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!
The Role
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.
How you’ll contribute
- Customer Management & Retention: 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.
- Communication – 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 cross-functionally 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.
If you have the attributes, skills, and experience listed below, we want to hear from you.
- Fluency in German and English is required; proficiency in French is a strong advantage.
- 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 KPI’s.
- 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 – Banking Rest of World employer: Bottomline
Contact Detail:
Bottomline Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Manager – Banking Rest of World
✨Tip Number 1
Familiarise yourself with the banking and payments landscape, especially in the regions covered by the role. Understanding local regulations and customer needs will help you engage more effectively during interviews.
✨Tip Number 2
Showcase your experience in SaaS Customer Success or Account Management by preparing specific examples of how you've driven customer engagement and retention in previous roles. This will demonstrate your capability to excel in this position.
✨Tip Number 3
Highlight your communication skills by preparing to discuss how you've successfully presented to diverse audiences. Being able to articulate complex ideas clearly is crucial for a Customer Success Manager.
✨Tip Number 4
Research Bottomline's products and services thoroughly. Understanding their offerings will allow you to identify upselling and cross-selling opportunities, which is key to the role and will impress your interviewers.
We think you need these skills to ace Customer Success Manager – Banking Rest of World
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer success or account management, particularly in the SaaS sector. Emphasise your ability to develop long-term relationships and your understanding of customer needs.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer success and how you can contribute to Bottomline's mission. Mention specific examples of how you've driven customer engagement and retention in previous roles.
Showcase Language Skills: Since fluency in German and English is required, make sure to clearly state your language proficiency in your application. If you have any experience using these languages in a professional setting, highlight that as well.
Demonstrate Problem-Solving Abilities: Provide examples in your application that showcase your problem-solving skills. Discuss situations where you've successfully resolved customer issues or improved customer satisfaction through proactive engagement.
How to prepare for a job interview at Bottomline
✨Understand the Customer Success Role
Make sure you have a clear understanding of what a Customer Success Manager does, especially in the banking sector. Familiarise yourself with how to optimise customer experiences and drive engagement, as this will be crucial in your discussions.
✨Showcase Your Communication Skills
Since outstanding verbal and written communication skills are essential for this role, prepare to demonstrate these during the interview. Be ready to discuss how you've effectively communicated with diverse audiences in previous roles.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving abilities and how you handle customer inquiries. Think of specific examples from your past experience where you successfully resolved issues or improved customer satisfaction.
✨Highlight Your Data-Driven Approach
Be prepared to discuss how you've used data to drive growth and retention in previous roles. This could include metrics you've monitored or campaigns you've implemented based on customer health scores.
