Customer Success Manager

Bill360 - Jacksonville, FL

Full-time - Mid Level

Jacksonville, FL

About the position

Bill360, Inc. is a Florida-based B2B financial technology company that specializes in developing cloud-native software solutions for automating accounts receivable, invoicing, and payment acceptance. The company is currently seeking a Customer Success Manager (CSM) to join its team in Jacksonville, FL. This role is pivotal in ensuring a seamless transition for customers from sales prospects to active users of our software. The CSM will be responsible for demonstrating our software product to potential customers, thereby playing a crucial role in winning new business and fostering customer loyalty. In this position, the CSM will develop a positive customer experience by encouraging customer advocacy and coordinating various aspects of customer onboarding, activation, training, and proactive support. The CSM will introduce available resources to customers, gather data, and provide critical feedback aimed at improving the customer experience and reducing their time to value. Additionally, the CSM will solicit customer feedback to enhance our product and processes, perform as a Subject Matter Expert with in-depth knowledge of our offerings, and conduct periodic reviews to uncover opportunities for cross-selling, upselling, and retention. The CSM will act as a liaison between support services and sales, ensuring that all monthly, quarterly, and annual goals are achieved. This role requires representing Bill360 with honesty and integrity while maintaining regular communication with customers and keeping an active pipeline of opportunities. The ideal candidate will possess strong communication and technical skills, with a preference for those who have experience in software sales.

Responsibilities

• Develop a positive customer experience by encouraging customer advocacy.
• Coordinate customer onboarding, activation, training, and pro-active support.
• Introduce available resources to our customers.
• Gather data and provide critical feedback to improve our customers' experience and reduce their time to value.
• Solicit customer feedback to improve our product and processes.
• Perform as a Subject Matter Expert with an in-depth knowledge of our product.
• Conduct periodic reviews to uncover opportunities for cross/upsell and retention purposes.
• Act as a liaison between support services and sales.
• Achieve all monthly, quarterly, and annual goals.
• Represent Bill360 with honesty and integrity.
• Perform regular calls and keep an active pipeline of opportunities.

Requirements

• 3+ years of relevant, recent Customer Success Manager (CSM) or support experience (software experience preferred).
• Self-motivated, proactive team player with a strong work ethic and enthusiastic personality.
• Excellent verbal and written communication skills.
• Customer-obsessed and highly professional attitude.
• Solid understanding of technology and basic understanding of business operations.
• Detail-oriented and passionate self-starter who can work independently or as part of a team.
• Accountable, reliable, trustworthy, and motivated.

Nice-to-haves

• Understanding of modern SaaS technology.
• SaaS experience and a desire to drive growth.