Senior Customer Success Strategist

2 weeks ago


Portsmouth, Virginia, United States Bottom Line Full time
Why Choose Bottomline?

Are you prepared to revolutionize the way businesses manage their payments? Bottomline stands as a global frontrunner in business payments and cash management, boasting over 30 years of expertise and facilitating over $10 trillion in transactions each year. We seek enthusiastic individuals to join our team and contribute to delivering meaningful results for our clients. If you are committed to enhancing customer satisfaction and fostering growth and innovation, we invite you to explore this opportunity.

The Role

We are in search of a proactive and creative Senior Customer Success Strategist to become part of our team.

In this position, you will play a pivotal role in driving revenue and ensuring customer satisfaction by guiding clients towards their desired outcomes through the effective utilization of Paymode-X services. Understanding client needs is essential to identify avenues for maximizing the value of Paymode-X in achieving their business objectives. You will enhance the customer experience throughout their journey by engaging proactively and addressing inquiries and concerns regarding their Paymode-X membership.

You will collaborate closely with the Paymode-X Vendor Sales team to identify new revenue opportunities and expand business. Additionally, you will work cross-functionally with Payer Account Managers, Product, and Member Services to resolve customer inquiries and concerns, fostering long-term commitment to the Paymode-X network.

How you'll contribute:
  • Oversee a portfolio of high-value clients to safeguard and enhance revenue within the existing customer base.
  • Establish and nurture relationships to become a trusted advisor.
  • Ensure customer engagement with Paymode-X services and features to maximize customer value and satisfaction.
  • Conduct customer business reviews to ensure alignment of Paymode-X services with client goals.
  • Monitor customer health and develop risk mitigation strategies as necessary.
  • Build and maintain relationships with key contacts across multiple clients to foster customer loyalty.
  • Proactively identify potential escalation risks and collaborate with internal teams to retain revenue and ensure positive outcomes.
  • Address customer inquiries by educating them on the value of the Paymode-X services provided.
  • Present and discuss new product enhancements relevant to our clients.
  • Identify new opportunities to expand clients' utilization of the Paymode-X network and services.
  • Develop and share best practices to continually enhance the quality, effectiveness, and efficiency of our processes.
If you possess the following attributes, skills, and experience, we would like to hear from you:
  • Experience in Customer Success, demonstrating success in managing client relationships within an Enterprise portfolio in a retention-focused role.
  • Exceptional verbal and written communication skills to effectively engage with clients at various levels, understanding their needs and providing clear guidance on how Paymode-X meets those needs.
  • Ability to manage multiple priorities and tasks simultaneously in a dynamic environment.
  • A genuine passion for assisting clients. Empathy and patience are crucial when addressing inquiries and challenges.
  • Analytical skills with a focus on insights: Provide regular updates about the status of our clients to key internal stakeholders.
  • Consistently positive, driven to excel, and proactive.
  • Able to identify risks that may affect the success of a client program and lead the execution of appropriate mitigation strategies.
  • Confident, self-motivated, and a true team player.
  • Comfortable interacting with and tailoring communication to all levels of client resources.
  • A minimum of 5-10 years' experience within the FinTech sector and a solid understanding of the broader payment ecosystem and competitive landscape.
  • Experience utilizing CRM applications for client management and reporting on customer success programs while maintaining current and accurate client data.


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.

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