Senior Client Success Manager

Job Description

Bottomline is seeking a Senior Client Success Manager to drive customer satisfaction and revenue growth by guiding vendors through the successful adoption and ongoing use of Paymode services. The Senior Client Success Manager will serve as a trusted advisor, helping customers realize the full value of their Paymode membership by aligning solutions with their business goals. This role requires close collaboration with the Paymode Vendor Sales team to uncover new revenue opportunities, as well as cross-functional coordination with Payer Account Managers, Product, and Member Services teams to address customer needs and drive long-term loyalty.Bottomline is looking for someone who can:

• Manage a portfolio of high-value vendor accounts to protect and grow recurring revenue.
• Build and maintain strong, trust-based relationships with key stakeholders across customer organizations.
• Drive engagement with Paymode services and features to maximize customer value and satisfaction.
• Conduct regular business reviews to align Paymode capabilities with customer objectives.
• Monitor customer health metrics and develop risk mitigation strategies as needed.
• Identify and address potential issues before they escalate, ensuring positive outcomes and retention.
• Educate customers on the benefits and functionality of Paymode services.
• Present relevant product enhancements and updates to customers.
• Uncover and pursue opportunities to expand customer usage of the Paymode network.
• Share insights and best practices to continuously improve internal processes and customer outcomes.

Requirements:

• Proven experience in Customer Success or Account Management, ideally within the Enterprise segment.
• Exceptional communication skills—both written and verbal—with the ability to tailor messaging to various audiences.
• Strong organizational skills and the ability to manage multiple priorities in a fast-paced environment.
• A customer-first mindset with empathy, patience, and a genuine desire to help.
• Analytical thinking with the ability to translate customer data into actionable insights.
• Proactive, self-motivated, and results-driven with a collaborative spirit.
• Ability to identify risks and lead cross-functional efforts to resolve them.
• Comfortable engaging with stakeholders at all levels, from operational contacts to executive sponsors.
• 5–10 years of experience in the FinTech industry, with a solid understanding of the payments ecosystem and competitive landscape.
• Proficiency with CRM platforms and customer success tools to manage accounts and track performance.