The Senior Customer Success Manager builds strategic customer relationships, ensuring satisfaction and retention while driving product adoption and value. They serve as the main contact for key customers, addressing their needs and advocating for organizational improvements based on customer feedback.
About the Role:
The Senior Customer Success Manager owns and grows relationships with strategic B2B SaaS customers, driving adoption, retention, and long-term value. They proactively assess account health, partner with executive stakeholders, and champion the voice of the customer internally to influence product, support, and go-to-market decisions. As the primary point of contact, they deliver clear, data-driven insights and align solutions to customer business outcomes.
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:
- Proven track record of partnering with C-level stakeholders to understand business objectives, deliver data-driven insights, and provide strategic guidance that drives customer outcomes and long-term value
- 5+ years of experience in customer-facing strategy, value-based selling, or management consulting, with a strong focus on aligning solutions to customer goals and demonstrating measurable business impact
- 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
- Proactive and 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
- Experience working in roles with a strong technology component is preferred
The expected base salary range for this position is $90,000 - $110,000 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.
Don't meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At Billtrust, we celebrate and support diversity and are committed to creating an inclusive environment for all employees. So, if your experience aligns but doesn't exactly match each and every qualification, apply anyway. You may be exactly what we are looking for!
What You'll Get:
- Work from Anywhere: Your home, a coffee shop, a company paid WeWork.... you decide!
- A Culture that Lives its Values: Our values are not just words or window dressing, they guide our decisions - big and small - each and every day.
- Flexible Working Hours: We support your lifestyle- the results are what count.
- Open PTO: Work-life balance is important. We believe in giving our employees time to truly relax and recharge.
- Sabbatical: A paid leave to reward longevity and commitment to Billtrust.
- Paid Parental Leave: To promote parent-child bonding and increase gender equity at home and in the workplace.
- Opportunities for Growth: Professional development can take many shapes. Join one of our seven ERGs or participate in our Mentor-Mentee, and Leadership development programs- we foster an environment where all employees can grow.
- Recognition: From Billtrust Bucks and CEO Shoutouts to Culture Champion and CEO Excellence Awards, our employees are recognized for hard work and outcomes achieved.
- Benefits: Medical, dental, vision, 401(k) with company match, short-term and long-term disability, flexible spending accounts, HSA, and life, cancer, and AD&D insurance.
- Minimal Bureaucracy: An entrepreneurial environment of ownership and accountability allows you to get work done.
Who We Are:
Finance leaders turn to Billtrust to control costs, accelerate cash flow and improve customer satisfaction. As a B2B order-to-cash software and digital payments market leader, we help the world's leading brands get paid faster while transitioning from expensive paper invoicing and check acceptance to efficient electronic billing and payments. With over 2,600 global customers and more than $1 trillion invoice dollars processed, Billtrust delivers business value through deep industry expertise and a culture relentlessly focused on delivering meaningful customer outcomes. #LI-Remote
Top Skills
Business Analytics
Customer Relationship Management (Crm)
Billtrust Chicago, Illinois, USA Office
125 S Wacker Dr, Chicago, IL, United States, 60606
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