• Senior Customer Success Manager

    Job Location(s) US-NJ-Lawrenceville | US-CO-Denver
    Job ID
  • Overview

    It's not just cliché. The heart of Billtrust is our people. Our executives know it, our co-workers believe it, and our clients recognize it. Billtrust is enjoying remarkable success with significant year-over-year growth over the past 15 years. And, we're transforming the industry with leading-edge technologies that enable us to deliver our payment cycle management solution from the cloud. Our team members not only drive that expansion, they benefit by it with empowerment and rewarding professional progress.


    Billtrust: where talent and opportunity meet.  Work Hard. Have Fun. Make History.


    What you'll do

    As the Billtrust Senior Customer Success Manager (Relationship Manager) your primary responsibility is to engage strategic clients and build the relationship into a mutually beneficial and profitable partnership.  The Senior Customer Success Manager will define, quantify and analyze relationships with strategic clients so that their success is not left up to chance.  The Relationship Manager shall have regular contact with multiple key clients and work directly internally with cross functional departments to actively resolve concerns and accommodate reasonable requests.  To be successful in this role, all client communication, both oral and written, with key stakeholders at strategic clients will be accurate and informative.  Additionally, as the main point of contact for a client, the Relationship Manager will understand the client’s business and needs and will focus efforts on tasks that result in higher customer satisfaction and client retention.

    • Building long term relationships with key stakeholders at strategic and critical clients 
    • Arranging and participating in face-to-face and phone meetings with clients. This may include 1-2 or more overnight trips per month
    • Establishing target goals with clients and monitoring and reporting on progress against benchmarks and metrics
    • Acting as liaison between client service and project management teams for client requests
    • Ensuring that client requests are responded to in an accurate and timely manner
    • Proactively making clients aware of industry and product changes that could impact their business

    What you'll bring to the team

    • Proven success in building relationships with clients, preferably 3+ years within a Relationship Management team at a product centric company
    • Ability to confidently speak and present to senior level executives 
    • Ability to engage and work directly with senior and executive management
    • Demonstrated problem-solving and analytical skills including a technical aptitude
    • Must be able to work independently in order to resolve issues quickly and effectively
    • Strong interpersonal skills, including the ability to work across the organization and interact/influence/negotiate effectively at all levels of management and with peers
    • An understanding of our Industry and product knowledge is a plus 
    • Bachelor’s degree or equivalent


    What you'll get

    • Competitive salary, stock options and 401(k) with company match: We appreciate our employees and we make sure they know it.
    • Benefits: We offer full-time employees multiple healthcare packages, including free and low cost options.
    • Open PTO: Work-life balance is important. We believe in giving our employees time to truly relax and recharge.
    • Paid Parental Leave: To keep our employees and their families healthy.
    • A Lively Culture: Ping-pong, bean bag toss, hackathons- we enjoy friendly competition.
    • Casual Dress: Every day is “Casual Friday’, we want you to be comfortable when you come to work.
    • Minimal Bureaucracy: An entrepreneurial environment of ownership and accountability allows you to get work done.


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