Customer Success Manager

About InvoiceCloud: 

InvoiceCloud, an EngageSmart solution, is a leading provider of online bill payment services. Founded in 2009, the company has grown to be one of the leading disruptors in the cloud-based electronic bill presentment and payment (EBPP) space, helping institutions put customer experience first. By switching to InvoiceCloud, clients can improve customer engagement, loyalty, and efficiency while reducing churn and missed payments in the process. With over 50 million payments processed annually, InvoiceCloud is one of the most secure, innovative, and inclusive fintech solutions in the market. To learn more, visit www.InvoiceCloud.com. 

What You’ll Do:

We are seeking an experienced Customer Success Manager (CSM) to build a strong relationship with a select group clients. You will be the advocate for your clients. Your success is your client’s success. As their CSM you will be responsible for managing the day-to-day and ensuring your clients are realizing the highest value from our platform.  Your goal is to create relationships that result in your ability in implement programs that increase payment adoption, drive revenue growth, and expand the client’s awareness and utilization of Invoice Cloud’s full suite of services.

CSM expectation:

• Build “trusted” relationships with your clients and delight them at every turn
• Understand the key client health indicators and takes necessary steps to minimize any potential churn
• Fully understand your clients (and contacts) and identify what is needed to retain and grow them
• Develop a deep understand the Invoice Cloud solutions to have a discussion with the client regarding current products and services they use and share best practices
• Work with clients to implement programs that drive higher payment adoption
• Be well versed on all Invoice Cloud products to be able to up-sell services and generate customer success qualified leads that result in new revenue
• Have a high-level understanding of how the technology for assigned billers works. This allows the CSM to understand issues, describe them and formulate a potential resolution with the supporting Invoice Cloud departments

How you’ll be measured

• Retention rate – By client count and revenue
• Revenue growth: IC will use current year’s growth plan to compare forecast versus actual and determine the impact of the CSM on it.
• Adoption growth: CSMs will use IC reports to determine changes in adoption for items like Autopay, paperless, etc., 
• Add-on Services: To promote new products and generate customer success qualified leads that are passed to sales.
• References: Increasing the clients that agree to serve as a reference or participate in a case study.
• NPS Scores

 What we seek

• Strong relationship management experience with proven track record of driving retention and growth, while delighting the client
• Experience with Invoice Cloud’s products and services, such as payment processing, merchant services or electronic payments a huge plus.
• Customer driven, results oriented, efficient, and willing to go the extra mile.
• Outstanding verbal, written, presentation and interpersonal skills are required with a great attention to detail
• Self-starter with a demonstrated ability to achieve results
• Excellent time management, organizational and planning skills
• Experience using standard MS Office tools and Salesforce

 Ongoing

• Maintain all documentation regarding client (in Salesforce) so that their status is up to date and available so anyone can consult the information at any time.
• Keep relevant IC teams informed of any issues/changes that may impact the relationship with a client.
• The CSM must use excellent interpersonal relationships with internal IT resources, Implementations Managers, sales team members and other departments to help solve any issues related to billers.
• Public Relations and a good reputation are critical for the company’s long term success. It is imperative for the CSM to maintain a sense of urgency and manage customer communic