Customer Success Manager

About InvoiceCloud :  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 .  Job Details   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  Travel   Periodic travel to key accounts for onsite meetings or conferences as required.  Benefits   We offer a competitive benefits program including:  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 discriminati