Customer Success Manager

$80,000 - $100,000/Yr

Invoice Cloud - Braintree, MA

Full-time - Mid Level

Braintree, MA

Professional, Scientific, and Technical Services

About the position

The Customer Success Manager (CSM) at InvoiceCloud is responsible for building and maintaining strong relationships with a select group of clients, ensuring they derive maximum value from the platform. The CSM will focus on client retention, growth, and advocacy, driving engagement and implementing programs that enhance payment adoption and revenue growth. This role requires a deep understanding of client needs, InvoiceCloud solutions, and the ability to communicate effectively with clients and internal teams.

Responsibilities

• Build trusted relationships with clients and ensure their satisfaction.
• Understand key client health indicators and take steps to minimize churn.
• Identify client needs to retain and grow accounts.
• Develop a deep understanding of InvoiceCloud solutions to discuss with clients.
• Share best practices with clients based on market knowledge.
• Implement programs that drive higher payment adoption with clients.
• Upsell services and generate leads for new revenue.
• Understand the technology for assigned billers to resolve issues effectively.
• Create success plans for assigned clients, including adoption and growth strategies.
• Maintain documentation regarding client health status in Salesforce.
• Proactively communicate with clients about product enhancements and best practices.

Requirements

• Strong relationship management experience with a proven track record of driving retention and growth.
• Experience with electronic billing products and services, such as payment processing or electronic payments.
• Customer-driven, results-oriented, and efficient.
• Outstanding verbal, written, presentation, and interpersonal skills.
• Self-starter with a demonstrated ability to achieve results.
• Excellent time management, organizational, and planning skills.
• Experience using standard MS Office tools and Salesforce.

Nice-to-haves

• Experience in the fintech industry.
• Familiarity with customer success metrics and reporting.

Benefits

• Base salary range of $80,000 to $100,000 annually.
• Eligibility for an annual bonus or commission.
• Potential for overtime pay.