About the role

Role Overview

The Customer Success Manager manages a portfolio of strategic customers and builds long-term, mutually beneficial partnerships. You act as the primary point of contact, using AI tools and agent support to monitor customer health, identify adoption signals, and prepare for customer conversations.

Responsibilities

Customer Value & Platform Adoption

Work with customers to define success metrics and drive platform adoption
Understand customer needs, use cases, and objectives to ensure effective use of the Billtrust platform
Help customers frame and realize the business value of Billtrust to support renewal and expansion
Support user adoption and change management within customer organizations

Relationship Management & Retention

Build trusted relationships with key stakeholders (from daily users to executive sponsors)
Monitor and report customer health using AI-powered health dashboards (usage and satisfaction signals)
Proactively identify risks and coordinate timely interventions to maintain high retention and satisfaction
Drive customer advocacy via case studies, references, and success stories
Serve as an escalation point for key customer issues and ensure coordinated resolution

Growth & Cross-Functional Collaboration

Evangelize Billtrust capabilities, identify growth opportunities, and collaborate with internal teams to position upsells/expansion (truncated in source)

About Billtrust

Billtrust is a B2B accounts receivable (AR) workflow and payment software company. It provides AI-powered solutions across the AR lifecycle, including invoice presentment, payment processing, cash application, and collections for global enterprise brands. Billtrust focuses on customer outcomes and uses AI tools throughout its organization.

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