Customer Success Manager

Summary

Join InvoiceCloud as a Customer Success Manager (CSM) and build strong relationships with key clients. You will be the client advocate, responsible for managing day-to-day interactions and ensuring clients maximize the value of our platform. Your focus will be on retention, growth, and advocacy, driving engagement to build lasting relationships. Success will be measured by retention rates, revenue growth, adoption growth, add-on services, and reference generation. The role requires strong relationship management skills, experience with electronic billing, and proficiency in Salesforce. The position offers a competitive base salary, potential for bonuses or commissions, and opportunities for professional growth.

Requirements

• Strong relationship management experience with proven track record of driving retention and growth, while delighting the client both in person and over phone/zoom
• Outstanding verbal, written, presentation and interpersonal skills are required
• Self-starter with a demonstrated ability to achieve results
• Excellent time management, organizational and planning skills
• Experience using standard MS Office tools and Salesforce

Responsibilities

• Build “trusted” relationships with your clients and delight them at every turn
• Understand the key client health indicators and take necessary steps to minimize any potential churn
• Fully understand their clients (and contacts) and identify what is needed to retain and grow them
• Develop a deep understand the Invoice Cloud solutions to have discussions with their clients regarding current products and services
• Understand the market well enough so they can share best practices with their clients
• Work with clients to implement programs that drive higher payment adoption
• Be well versed on all Invoice Cloud products to up-sell services and generate customer success qualified leads that result in new revenue
• Have a high-level understanding of how the technology for assigned billers works. This allows the CSM to understand issues, describe them and formulate a potential resolution with the supporting Invoice Cloud departments
• Develop trusted relationships with their portfolio that leads to customer references
• Complete New Hire Training and CSM training
• Gain an understanding of the IC solution
• Gain an understanding of the IC internal systems such as Salesforce, Jira, CRM, etc…
• Gain an understanding of the processes for the implementation team, client services team, IT, sales, boarding and training groups
• Review with management list of clients that will be assigned to you
• Review sales calls that highlight all phases of the customer journey to understand client needs, InvoiceCloud positioning and value proposition
• Spend time with the internal IC teams to learn more about our product and process
• Review past client interactions to understand what is happening with your assigned book of business and understand how to manage your clients moving forward
• Review (or create) the account plan for each assigned client to ensure that there is full knowledge/understanding of the current relationship. This account plan includes but is not limited to executive overview, products used, technical integration description, list of outstanding issues, risks to the account, key stakeholders, and opportunities for growth
• Introduce yourself to the list of assigned clients
• Shadow existing CSMs on their calls with clients
• Support the team on various campaigns that are running while you get settled and ramp on your own portfolio
• To create a success plan for assigned clients. The plan will include: Introduction as the CSM, presentation of current list of outstanding issues and proposal for resolution; plan for adoption and new product growth
• Establish a recurring touch-base meeting – (frequency based on needs) to build the relationship, drive growth and review issues/resolution progress
• Identify the top clients that represent the largest opportunity for adoption and revenue growth and work towards implementing adoption programs with them
• Create a cadence for proactive outreach with your clients to add value and drive deeper engagement
• A success plan exists for every assigned client
• Every assigned client has a regular monthly check-in call cadence
• All the key contacts of your clients have been identified and know who you are
• Adoption programs are in place, and you are identifying new product expansion opportunities
• Maintain all documentation regarding client (in Salesforce) so that their health status is up to date and available so anyone can consult the information at any time. Proactive communication with clients is a must. Keeping clients informed about new product enhancements/new product releases, best practices & problem resolution
• Sharing best practices so that you are consistently adding value to the clients is paramount
• Keep relevant IC teams informed of any issues/changes that may impact the relationship with a client
• The CSM must use excellent interpersonal skills to quarterback growth initiatives and issue resolution plans with internal IT resources, Implementations Managers, sales team members and other departments to help their clients
• Public Relations and a good reputation are critical for the company’s long-term success. It is imperative for the CSM to maintain a sense of urgency and manage customer communications so that a client is never left wondering
• The CSM must be ready at any time to work with a client that is identified at risk and attempt to save the client. Revenue retention is critical
• Proactive communication with clients is a must. Keeping clients informed about new product enhancements/new product releases, best practices & problem resolution
• Sharing best practices so that you are consistently adding value to the clients is paramount
• Periodic travel to key accounts for meetings or attending conferences as required

Preferred Qualifications

Experience with electronic billing products and services, such as payment processing, merchant services or electronic payments a huge plus

Benefits

• Base salary is one component of total compensation. Employees may also be eligible for an annual bonus or commission. Some roles may also be eligible for overtime pay
• Base Compensation Range $80,000 — $100,000 USD