Customer Success Manager

Who We Are Finance leaders choose Billtrust to get paid faster, control costs, and maximize customer satisfaction. As the leader in B2B accounts receivable workflow and payment software, we provide the world’s leading brands with AI-powered solutions across the full AR lifecycle—from invoice presentment and payment processing to cash application and collections. With over 2,600 global customers, more than $1 trillion in invoice dollars processed, and a proprietary network of 13 million buyers, Billtrust delivers business value through deep industry expertise and a culture relentlessly focused on meaningful customer outcomes. We’re an AI-first company, not just in what we build for our customers, but in how we work. Across every function, our teams use AI tools daily to work faster, make better decisions, and deliver higher-quality outcomes. We hire exceptional people, give them cutting-edge AI capabilities, and measure success by the impact they create. If you want to do the best work of your career at the frontier of AI and fintech, Billtrust is the place to do it. Our Values Customers We relentlessly increase value for customer and do the right thing for them. Action We make ‘thoughtfully fast’ decisions, act quickly, cut through red tape, deliver progress not perfection, take ownership and accountability. Team Spirit We put the team ahead of ourselves, foster trust and respect, collaborate with passion, despise toxic politics, value our differences, and celebrate together. Innovation We challenge the status quo, experiment thoughtfully, and are novel and brilliant in what we create. Excellence We love to win, but we hate losing even more. We aspire to be the best and take pride in our work. When we fall short, we own it and come back stronger. About the Role: The Customer Success Manager is a critical role responsible for engaging a portfolio of strategic customers and building each relationship into a mutually beneficial, long-term partnership. You will leverage AI tools and co-worker agents to monitor customer health, surface adoption signals, and prepare for customer conversations—focusing your expertise on the trusted advisor relationships and strategic guidance that drive genuine customer satisfaction and retention. In this role, you will be the primary point of contact for your accounts, representing the voice of the customer internally while proactively working to ensure that every customer achieves meaningful value from the Billtrust platform. Success here means customers renew, expand, and advocate—because they can’t imagine running their AR function without us. What You'll Do: Customer Value & Platform Adoption Work directly with a portfolio of customers to define success metrics, drive platform adoption, and deliver measurable value. Develop a deep understanding of customer needs, use cases, and objectives to ensure the Billtrust platform is properly leveraged to achieve them. Help customers identify, frame, and realize the business value of Billtrust, building the case for renewal and expansion. Assist customers in driving user adoption and change management within their organizations. Other duties as assigned. Relationship Management & Retention Build and maintain strong, trust-based relationships with all key customer stakeholders, from day-to-day users to executive sponsors. Monitor and report on the overall health of customers using AI-powered health dashboards, tracking key usage and satisfaction indicators. Ensure high customer satisfaction and retention by proactively identifying risks and coordinating timely interventions. Drive customer advocacy by developing case studies, references, and success stories from your portfolio. Serve as a point of escalation for key customer issues and ensure swift, well-coordinated resolution. Growth & Cross-Functional Collaboration Evangelize Billtrust platform capabilities, identifying opportunities for further growth and collaborating with account teams to position up…