Customer Success Manager at Billtrust

Job Description

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’s primary responsibility is to engage strategic customers and build the relationship into a mutually beneficial and profitable partnership, with a focus on driving customer satisfaction. The CSM will define, quantify and analyze relationships with strategic customers so that their success is not left up to chance. The CSM shall have regular contact with multiple key customers and work internally with cross functional departments in representing the voice of the customer, to actively resolve concerns and accommodate reasonable requests. To be successful in this role, all customer communication, both oral and written, with key stakeholders at strategic customers will be accurate and informative. Additionally, as the main point of contact for a customer, the CSM will understand the customer's business and needs and will focus efforts on tasks that result in higher customer satisfaction and retention.

What You'll Do:

Work directly with a portfolio of customers to define success and drive adoption and value
Help our customers identify, frame and realize value out of using Billtrust
Develop a deep understanding of customer needs, use cases, and objectives to ensure that the Billtrust platform is properly leveraged to achieve them
Assist customers in driving user adoption and change management within their organization
Build and maintain strong relationships with all key customer stakeholders
Monitor and report on the overall well-being of customers, tracking key health and usage indicators
Serve as a point of escalation for key customer issues and ensure swift resolution
Drive customer advocacy through case studies and references
Ensure high customer satisfaction and retention
Evangelize the capabilities of the Billtrust platform, identifying opportunities for further growth within customers while working collaboratively with the account team to position upsells
Work with the services teams to facilitate the onboarding of new customers

What You Bring:

Experience working with C-Level executives in supporting and providing them advice and presenting analysis to sustain your advice
3+ years’ experience in management consulting and/or value selling (could have been working in internal strategy/consulting departments)
Understanding of key Financial Services and technology trends
Understanding and hands on experience working in large/complex opportunities or working at/with large and complex companies (where it was required to manage multiple agendas and stakeholders)
Ability to understand complex scenarios and business operations using limited information and able to extrapolate recommendations on path forward and key set of initiatives for executives to consider
Preferably: experience working in roles that had a strong technology component (that at least required an understanding of the impact technology can have)
It is critical to be proactive and have a collaborative attitude
We work in a fast pace and dynamic environment, so you need to make things happen
Able to influence and drive others when working in a virtual team environment

The expected base salary range for this position is $80,000 - $90,000 USD 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.

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