InvoiceCloud
Fintech
CustomerSuccessManager
Neural analysis suggests this role is
optimal for Mid+ candidates.
“Customer Success Manager at InvoiceCloud. Skills: Customer Success, Relationship Management, Client Retention, Value Realization. Build strategic partnerships with clients. Ensure clients achieve maximum value”
What You'll Achieve.
Strengthen retention; Increase digital payment adoption; Improve customer experience; Strengthen client retention; Drive measurable improvements; Achieve quarterly performance targets; Achieve annual performance targets
Industry & Context.
Analytical thinking; Troubleshooting
Periodic travel
What They're Looking For.
Must Have
relationship management experience, driving retention and growth, supporting clients in person, virtual communication tools experience, Excellent verbal communication skills, Excellent written communication skills, Excellent presentation skills, Excellent interpersonal communication skills, Customer-driven, results-oriented, ability to influence decision-making, organizational skills, planning skills, time-management skills, working independently, managing multiple priorities, fast-paced environment experience, Proficiency with Microsoft Office tools, Proficiency with Salesforce
Nice to Have
Background in electronic billing, Background in payments, Background in merchant services, Background in related SaaS platforms
What You'll Do.
Build strategic partnerships with clients
Ensure clients achieve maximum value
Guide day-to-day client engagement
Strengthen client retention
Influence digital adoption programs
Identify opportunities for product expansion
Build trusted client relationships
Engage clients proactively
Understand client business models
Understand client goals
Understand client adoption trends
Understand client operational workflows
Deliver tailored client guidance
Recognize early signs of risk
Act quickly to maintain satisfaction
Adapt communication style
Ensure clarity and alignment
Share industry knowledge
Execute strategies for digital payment adoption
Improve customer experience
Strengthen client retention
Drive measurable improvements
Identify upsell opportunities
Identify cross-sell opportunities
Produce customer success qualified leads
Track performance using Salesforce
Analyze trends using Salesforce
Inform client action plans
Achieve quarterly performance targets
Achieve annual performance targets
Manage full client engagement lifecycle
Ensure engagement consistency
Ensure engagement follow-through
Ensure proactive engagement planning
Investigate client challenges
Collaborate across teams to resolve issues
Develop technical fluency in client integrations
Develop technical fluency in client workflows
Guide client troubleshooting
Guide client communication
Document client discussions
Document client action plans
Document client insights
Operate independently with judgment
Anticipate client needs
Address client needs promptly
Establish scalable communication cadences
Establish scalable engagement cadences
Support diverse client books
Use data dashboards to prioritize activities
Use analytics to prioritize activities
Use structured workflows to prioritize activities
Maximize client impact
Apply time-management skills
Apply organizational skills
Balance multiple client initiatives
Identify operational inefficiencies
Provide data-backed recommendations to clients
Provide data-backed recommendations to internal teams
Leverage automated tools for delivery
Leverage templates for delivery
Leverage process improvements for delivery
Bring creative strategies to clients
Improve client adoption
Streamline client workflows
Strengthen client digital performance
Share best practices informed by industry trends
Share best practices informed by peer comparisons
Use AI-assisted tools to analyze client data
Use AI-assisted tools to prepare messaging
Use AI-assisted tools to uncover improvements
Experiment with new engagement formats
Experiment with new engagement ideas
Elevate client experience
Support better client results
Enhance internal processes
Enhance customer success delivery
How You'll Work.
Team & Collaboration
Collaborate across teams
Communication Scope
Verbal communication; Written communication; Presentation; Interpersonal communication
Full Job Description
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 retentio
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