Full-Time Customer Success Manager - Digital

Billtrust makes it easier for B2B companies to get paid.

We provide automated order-to-cash solutions, meeting diverse buyer requirements and speeding cash application.

Job Summary The Customer Success Manager - Digital plays a pivotal role in managing a high volume of customer interactions, ensuring customer satisfaction, broader adoption, and long-term retention.

This role requires a blend of technical knowledge, strong customer engagement skills, and the ability to work efficiently across multiple time zones.

Responsibilities

• Manage post-sales activities for scaled customers.
• Maintain a deep understanding of the product and recommend usage for customer business objectives.
• Proactively identify and mitigate churn risk.
• Partner with Sales, Product, Professional Services, Support and other teams for effective customer engagements.
• Analyze customer data to suggest engagement strategies.
• Execute proactive customer campaigns on various topics.
• Help customers identify and realize value from using Billtrust.
• Assist in driving user adoption and change management.
• Monitor and report on customer well-being and usage indicators.
• Serve as a point of escalation for customer issues and ensure swift resolution.
• Drive customer advocacy through case studies and references.
• Ensure high customer satisfaction and retention.
• Evangelize platform capabilities and identify opportunities for growth within customers.
• Work with Services teams to onboard new customers.

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