Customer Success Manager

Overview

Bottomline is a global leader in business payments and cash management with over 35 years of experience. We move more than $16 trillion in payments annually. We are seeking passionate individuals to join our team to drive growth and innovation while delighting customers.

As a Customer Success Manager within Rest of World Banking, you will optimize and enrich the customer experience through proactive engagement for your assigned portfolio, with the goal of protecting and growing revenue in the existing customer base. You will serve as the main point of contact, helping customers achieve their goals, resolve challenges, and drive engagement. Through a consultative approach, you will proactively engage and enable the customer throughout the journey to ensure success, working cross-functionally to ensure teams execute in support of customer success.

You will identify opportunities to expand business by positioning and recommending additional products and services, review contracts, and seek opportunities to increase value. You will measure adoption and health of customers and conduct monthly reviews, while resolving challenges and issues. You will lead activities that drive customer delight and be responsible for retention and growth for your assigned customers.

• Customer Management & Retention
• Develop long-term relationships with customers and understand their business needs
• Protect revenue and maximize renewal opportunities
• Act as a strategic advisor, identifying opportunities for upselling and cross-selling
• Monitor customer health scores and proactively address potential issues
• Communication – Voice of the Customer
• Be the internal voice to raise awareness of risks and drive mitigation
• Present effectively to diverse internal and external audiences
• Support & Problem Solving
• Serve as the main point of contact for customer inquiries and concerns
• Work cross-functionally with sales, support, and product teams to resolve issues
• Performance Tracking & Reporting
• Monitor engagement metrics, churn, and overall satisfaction
• Prepare reports and insights on customer success initiatives
• 3–5+ SaaS Customer Success or Account Management experience
• Based in Switzerland for client meetings
• C1 or C2 level in speaking and writing German
• Demonstrated commercial mindset with an understanding of selling moments
• Process orientation with a focus on customer goal achievement KPIs
• Experience using data to drive growth and retention campaigns

• 3–5+ years of SaaS customer success or account management experience
• Based in Switzerland for client meetings
• German language proficiency at C1 or C2
• Strong communication and relationship-building skills
• Ability to work cross-functionally and manage multiple stakeholder needs
• Data-driven mindset with ability to use analytics to improve adoption and retention

We are an equal opportunity employer and value diversity. We welcome talent at all career stages and are committed to an inclusive environment.