Customer Success Manager

Customer Success Manager

InvoiceCloud is a fast-growing fintech leader recognized with 20 major awards in 2025, including USA TODAY and Boston Globe Top Workplaces, multiple SaaS Awards wins for Best Solution for Finance and FinTech, and national customer service honors from Stevie and the Business Intelligence Group. Judges also highlighted our mission to reduce digital exclusion and restore simplicity and dignity to how people pay for essential services, as well as our leadership in AI maturity and responsible innovation. It's an award-winning, purpose-driven environment where top talent thrives. To learn more, visit InvoiceCloud.com.

The Customer Success Manager builds strong, strategic partnerships with a defined group of clients, ensuring they achieve maximum value from the InvoiceCloud platform. As the primary advocate for your clients, you will guide day-to-day engagement, strengthen retention, influence digital adoption programs, and identify opportunities for product expansion. Success requires advanced relationship management skills, analytical thinking, industry awareness, and the ability to translate insights into actionable client strategies.

Success Profile

At InvoiceCloud, success is anchored in our core competencies. These competencies guide how every employee delivers impact across their role.

Customer Centric

• Builds trusted relationships with clients through proactive engagement, empathy, and clear communication.
• Understands each client's business model, goals, adoption trends, and operational workflows to deliver tailored guidance.
• Recognizes early signs of risk and acts quickly to maintain satisfaction and prevent churn.
• Adapts communication style based on audience and context, ensuring clarity and alignment.
• Shares industry knowledge and best practices related to billing, payments, and customer engagement.

Results Driven

• Executes strategies that increase digital payment adoption, improve customer experience, and strengthen client retention.
• Drives measurable improvements across revenue influence, portfolio growth, adoption metrics, and client advocacy.
• Identifies upsell and cross-sell opportunities aligned with client objectives and produces high-quality customer success qualified leads.
• Uses Salesforce and internal reporting tools to track performance, analyze trends, and inform client action plans.
• Maintains strong focus on achieving quarterly and annual performance targets.

Takes Ownership

• Manages the full lifecycle of client engagement, ensuring consistency, follow-through, and proactive planning.
• Investigates client challenges and collaborates across teams to resolve issues effectively.
• Develops technical fluency in client integrations and workflows to guide troubleshooting and effective communication.
• Documents client discussions, action plans, and insights with accuracy to support continuity.
• Operates independently with strong judgment, anticipating client needs and addressing them promptly.

Drives Efficiency

• Establishes scalable communication and engagement cadences to support a diverse book of business.
• Uses data dashboards, analytics, and structured workflows to prioritize activities and maximize impact.
• Applies strong time-management and organizational skills to balance multiple client initiatives simultaneously.
• Identifies operational inefficiencies and provides data-backed recommendations to clients and internal teams.
• Leverages automated tools, templates, and process improvements to enhance delivery and productivity.

Innovative

• Brings creative strategies to clients that improve adoption, streamline workflows, and strengthen digital performance.
• Shares new insights and best practices informed by industry trends and peer comparisons.
• Uses AI-assisted tools to analyze client data, prepare messaging, and uncover actionable improvements.
• Experiments with new engagement formats and ideas that elevate client experience and support better results.
• Continuously looks for ways to enhance internal processes and customer success delivery.

Requirements

• Strong relationship management experience with a track record of driving retention and growth
• Experience supporting clients in person and via virtual communication tools (Teams/Zoom)
• Background in electronic billing, payments, merchant services, or related SaaS platforms preferred
• Excellent verbal, written, presentation, and interpersonal communication skills
• Customer-driven and results-oriented, with the ability to influence decision-making
• Strong organizational, planning, and time-management skills
• Experience working independently and managing multiple priorities in a fast-paced environment
• Proficiency with Microsoft Office tools and Salesforce

Periodic travel to key accounts for onsite meetings or conferences as required.

Benefits

• Medical, dental, vision, life & disability insurance
• 401(k) plan with company match
• Flexible Time Off (FTO), wellbeing days, paid holidays, and summer Fridays
• Mental health resources
• Paid parental leave & Backup Care
• Tuition reimbursement
• Employee Resource Groups (ERGs)

Base salary is one component of total compensation. Employees may also be eligible for an annual bonus or commission. Some roles may also be eligible for overtime pay. The above represents the expected base compensation range for this job requisition. Ultimately, in determining your pay, we'll consider many factors including, but not limited to, skills, experience, qualifications, geographic location, and other job-related factors.

Base Compensation Range $80,000 — $95,000 USD

InvoiceCloud is committed to providing equal employment opportunities to all employees and applicants. We do not tolerate discrimination or harassment of any kind based on race, color, religion, age, sex, nationality, disability, genetic information, veteran or military status, sexual orientation, gender identity or expression, or any other characteristic protected under applicable laws.

This commitment applies to all aspects of employment, including recruitment, hiring, placement, promotion, termination, layoff, recall, transfer, leave, compensation, and training.

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