Customer Success Manager

About the role

Bottomline is seeking a Customer Success Manager for its Rest of World Banking division. The role focuses on proactively engaging a portfolio of customers to protect and grow revenue, ensuring customers achieve their business goals and experience delight throughout their journey.

Key responsibilities

• Develop long‑term relationships with customers, understand their business needs and act as a strategic advisor.
• Protect revenue by maximizing renewal opportunities and identifying upsell and cross‑sell moments.
• Monitor customer health scores, conduct monthly reviews and address issues before they impact satisfaction.
• Collaborate cross‑functionally with sales, support and product teams to resolve challenges and drive adoption.
• Track engagement metrics, churn rates and overall satisfaction, providing regular reports and insights.
• Serve as the primary point of contact for customer inquiries, ensuring timely and effective problem solving.

Required profile

• 3‑5+ years of SaaS Customer Success or Account Management experience.
• Based in Switzerland and able to attend client meetings on‑site.
• Fluent (C1/C2) in spoken and written German.
• Commercial mindset with a proven ability to recognise and act on selling moments.
• Process‑oriented with a focus on achieving customer‑goal KPIs.
• Experience using data to drive growth and retention campaigns.