CAS Customer Success Manager

Ottimate helps fast growing businesses automate accounts payables on their terms. We simplify everything from invoice management to payments for both recurring and one-off expenses with a cloud-first approach that enables remote work. Ottimate’s AP Automation and VendorPay Network helps businesses pay and get paid faster.

At Ottimate, passion generates excitement for what we do and how we do it. With passion at the heart of everything we do, we nurture ideas, inspire excellence, and find creative ways to eliminate obstacles for cultivating growth. The positive attitude with which we assist one another develops open, honest, and genuine connections. Above all, we celebrate and embrace our differences. We invest in each other because we win or lose as a team.

Our values are at the center of our company and culture. At Ottimate, we value: Growth, Customer Focus, Innovation, Accountability, and Communication.

The Role

As a Customer Success Manager (CSM) at Ottimate, you will be at the cross-functional intersection of our organization. In this role, you will solely focus on our Accounting Services customers.  Priorities for this role will focus on growth and CAS Customer Success Manager expansion, with a diligent eye towards retention and overall client health. You are responsible for nurturing and growing relationships with our Accounting Services clients, driving revenue, and ensuring customer success through an integrative, holistic understanding of your clients’ needs.

Key Responsibilities

• Relationship Management: Manage the portfolio of Accounting Services customer accounts, building and maintaining strong, multi-threaded relationships with key stakeholders, including C-level executives, finance teams, and operations teams.
• Revenue Growth: Develop and execute account plans and strategies to drive revenue growth and achieve sales targets. Identify and close upsell and cross-sell opportunities within existing customer accounts, effectively persuading and influencing customers through the presentation and sale of complex solutions.
• Strategic Thinking and Analytics: Utilize analytical skills to analyze customer usage and engagement, identify trends, and derive insights to drive strategic decisions that enhance business outcomes and customer success.
• Client Advocacy: Act as an advocate for clients within the organization, conveying their feedback, needs, and concerns to relevant teams. Leverage customer feedback and insights to drive improvements in products, services, or processes, aiming to reduce churn and increase customer satisfaction.
• Cross-Functional Collaboration: Collaborate with internal teams, including Sales, Customer Success, Marketing, Finance/Billing, and Product, to ensure customer satisfaction and resolve any issues or challenges.
• Business Reviews: Manage regular business reviews with customers to review performance, measure client value, identify opportunities for improvement, and present new products or features. Maintain a proactive and flexible approach to customer touch points.
• Operational Excellence & Strategic Solutions: Handle multiple accounts and tasks effectively, ensuring project milestones and goals are met, while tackling challenges head-on and implementing effective solutions to achieve business goals.
• Client Travel & Interactions: Prioritize face-to-face interactions with key clients through regular travel, and attend industry events and conferences to stay informed about market trends and to network with existing and potential clients.

Requirements

Requirements

• 3-5 years of Customer Success experience, ideally in a FinTech software/SaaS with Accounting Services clients.
• Strong commitment to customer success, focusing on long-term relationships and delivering value-added solutions.
• Proven ability to independently manage accounts, prioritize tasks, and balance multiple priorities in dynamic environments.
• Consistent track record in executing strategic routines to drive business outcomes and maintain proactive customer engagement.
• Excellent communication and interpersonal skills, fostering collaboration.
• Proficiency in project management, strategic thinking, analytics, and negotiation.
• Experience with CRM software (e.g., Salesforce) and other sales tools for effective customer interaction management. Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint).
• Ability to utilize data analytics to inform decisions and enhance customer success strategies.
• Effective problem-solving skills, ensuring timely resolution o