Customer Success Manager UK, London

Are you ready to transform the way businesses pay and get paid? Bottomline is a global leader in business payments and cash management, with over 35 years of experience and moving more than $16 trillion in payments annually. We''re looking for passionate individuals to join our team and help drive impactful results for our customers. If you''re dedicated to delighting customers and promoting growth and innovation - we want you on our team!Overview

Position Summary: 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. 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.Responsibilities

Develop long-term relationships with customers, understanding their business needs.Protect the revenue and maximise renewal opportunities.Act as a strategic advisor, identifying opportunities for upselling and cross-selling.Monitor customer health scores and proactively address potential issues.Be the internal voice to raise awareness if there is risk and drive the teams to mitigate it.Demonstrate outstanding verbal and written communication skills, with the ability to present to a diverse audience, both internally and externally.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.Monitor customer engagement metrics, churn rates, and overall satisfaction; prepare reports and insights on customer success initiatives.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.Background in fraud prevention, financial crime, risk management.Understanding of the payments industry and key players.Familiarity with fraud trends and technologies used to mitigate them.Experience working with fraud/risk teams at customer organizations.Qualifications

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.Background in fraud prevention, financial crime, risk management.Understanding of the payments industry and key players.Familiarity with fraud trends and technologies used to mitigate them.Experience working with fraud/risk teams at customer organizations.We welcome talent at all career stages and are dedicated to understanding and supporting additional needs. We''re proud to be an equal opportunity employer, committed to creating an inclusive and open environment for everyone.Application

Apply for this jobindicates a required fieldFirst Name *Last Name *Preferred First NameEmail *Phone *Resume/CV *Enter manuallyAccepted file types: pdf, doc, docx, txt, rtfPreferred First NamePreferred Last NameLinkedIn ProfileWebsiteIf you''re an employee referral, please provide the name of the employeeAre you legally authorized to work in your country of application? Select...Will you now or in the future require visa sponsorship Select...Do you now or have you in the past worked for Bottomline Technologies? * Select...What is your notice period? *What are your compensation expectations with this role? *Please review Bottomline''s Candidate Privacy Notice and confirm your acknowledgement. * Select...Bottomline – RoW Candidate Privacy Notice

This is a Candidate Privacy Notice for (each “Bottomline” “we” and “us”). The Controller in relation to personal data will be the Bottomline company to which you have applied. The Controller is responsible for deciding how it holds and uses your personal data. You are being sent a copy of this Privacy Notice because you are applying for work with Bottomline (whether as an employee, worker or contractor). It makes you aware of how and why your personal data will be used, namely for the purposes of the recruitment exercise, and how long it will usually be retained for.Principles of data protection

Personal information means information relating to a person which allows that person to be identified. The principles of data protection are outlined below, we will comply with all applicable laws, and ensure that your personal information is processed as follows:

Processed lawfully, fairly and in a transparent ;

Processed for limited purposes , etc.Processed lawfully, fairly and in a transparent mannerProcessed for limited purposes, clearly explained to you in this noticeRelevant to only the purposes that we have told youAccurate and kept up to dateKept only for as long as necessaryKept secureThe data we collect:Information you have provided in your resume/curriculum vitae and covering letter.Information on our application form, including name, title, telephone number, personal email address, gender, salary information, notice period, right to work, and other information necessary to assess your suitability.Any information you provide during an interview.Test Results, proof of identity, address, and other relevant items.We may also collect sensitive information where necessary and lawful for the role, such as adjustments for health, race or ethnicity for equal opportunity monitoring, criminal convictions, and checks.How is your personal information collected?You, the candidate.Onboarding information collected by Talent Operations as required for location.Information from recruitment agencies.Background checks from our provider.Your referees information.How is your personal information used?Assess skills, qualifications, and suitability.Carry out background and reference checks.Communicate about the recruitment process.Keep records of hiring processes.Comply with legal or regulatory requirements.We will use information for recruitment purposes and may anonymise data for statistical use. We may share your information with third parties in connection with the recruitment process and for legitimate interests, with safeguards. Details of third parties and purposes may be provided by the DPO or HR upon request.Change of purposeWe will use your personal information only for the purposes it was collected unless a compatible purpose exists. If a new purpose arises, we will notify you and explain the legal basis.What if you do not want to provide personal information?If you do not provide information necessary to consider your application, we may not be able to process it.How is your sensitive personal information used?We will process sensitive information only when necessary for the recruitment process, or as required by law, and with consent where applicable. Examples include workplace adjustments, equal opportunity monitoring, and background checks.Sharing your personal information with third parties is described, with protections and applicable transfers discussed. We may retain information for compliance and fairness purposes and may contact you to retain on file with your consent.Your rights and obligationsKeep personal information up to date. You may withdraw consent for recruitment processing at any time. You have rights to access, correct, erase, object to processing, restrict processing, and transfer your data. Contact the Data Protection Officer for exercising these rights.You may also complain to your data privacy regulator if needed.Changes to this Privacy Notice

We may update this notice at any time. This notice was published on 15 May ..... full job details .....