Customer Success Manager, Risk Solutions

Role:

As a Customer Success Manager within Risk Solutions, you are responsible for optimizing and enriching the customer experience through proactive engagement strategies for your assigned portfolio of Customers. Our goal is to protect and grow the revenue in our existing customer portfolio. As a CSM, you will serve as the main point of contact for customers, helping them achieve their goals, resolve challenges, and drive engagement. You will lead our customers to their desired outcomes and demonstrate the significance of the strategic partnership with Bottomline. Through a consultative approach, you will proactively engage and enable the customer throughout the journey to ensure success and delight. You will work cross functionality to ensure teams are executing to enable customer success. Working closely with Sales, you will identify opportunities to expand business by positioning and recommending additional products, solutions and services that will maximize business value for the Customer as well as reviewing contracts and looking for opportunities to expand the current value. You will measure and monitor the adoption and health of our customers throughout the customer journey and you will be the primary engagement point with the customer for monthly reviews, as well as resolving challenges and issues. You are at the forefront of activities that will continuously drive increased customer delight and are ultimately responsible for the retention and significant growth for your assigned Customers.

Key Responsibilities:

Customer Management & Retention

• Develop long-term relationships with customers, understanding their business needs.
• Protect the revenue and maximise renewal opportunities. o Act as a strategic advisor, identifying opportunities for upselling and cross-selling.
• Monitor customer health scores and proactively address potential issues.

Communication – Voice of the Customer

• Be the internal voice to raise awareness if there is risk and drive the teams to mitigate it.
• Outstanding verbal and written communication skills, with the ability to present to a diverse audience, both internally and externally

Support & Problem Solving

• Serve as the main point of contact for customer inquiries and concerns.
• Work cross-functionally with sales, support, and product teams to resolve customer issues.

Performance Tracking & Reporting

• Monitor customer engagement metrics, churn rates, and overall satisfaction
• Prepare reports and insights on customer success initiatives.

Essential Experience:

• 3+ years in SaaS Customer Success or Account Management.
• Commercial mindset with an eye for upsell/cross-sell opportunities.
• Strong data analysis skills with experience identifying trends to drive retention and growth.
• Experience executing one-to-many customer campaigns (e.g. email, webinars, scalable playbooks).
• Process-oriented with a focus on customer KPIs and goal achievement.
• Proven ability to hit the ground running and drive impact quickly.
• Confident communicator with strong stakeholder management skills.

Desirable Experience:

• Background in fraud prevention, financial crime, risk management.
• Understanding of the payments industry and key players.
• Experience working with fraud/risk teams at customer organizations.