[Remote] Customer Success Manager

Note: The job is a remote job and is open to candidates in USA. InvoiceCloud is a fast-growing fintech leader recognized with multiple awards for its innovative solutions. The Customer Success Manager is responsible for building strong partnerships with clients, ensuring they achieve maximum value from the InvoiceCloud platform, and driving digital adoption and customer retention.ResponsibilitiesBuilds trusted relationships with clients through proactive engagement, empathy, and clear communicationUnderstands each client’s business model, goals, adoption trends, and operational workflows to deliver tailored guidanceRecognizes early signs of risk and acts quickly to maintain satisfaction and prevent churnAdapts communication style based on audience and context, ensuring clarity and alignmentShares industry knowledge and best practices related to billing, payments, and customer engagementExecutes strategies that increase digital payment adoption, improve customer experience, and strengthen client retentionDrives measurable improvements across revenue influence, portfolio growth, adoption metrics, and client advocacyIdentifies upsell and cross-sell opportunities aligned with client objectives and produces high-quality customer success qualified leadsUses Salesforce and internal reporting tools to track performance, analyze trends, and inform client action plansMaintains strong focus on achieving quarterly and annual performance targetsManages the full lifecycle of client engagement, ensuring consistency, follow-through, and proactive planningInvestigates client challenges and collaborates across teams to resolve issues effectivelyDevelops technical fluency in client integrations and workflows to guide troubleshooting and effective communicationDocuments client discussions, action plans, and insights with accuracy to support continuityOperates independently with strong judgment, anticipating client needs and addressing them promptlyEstablishes scalable communication and engagement cadences to support a diverse book of businessUses data dashboards, analytics, and structured workflows to prioritize activities and maximize impactApplies strong time-management and organizational skills to balance multiple client initiatives simultaneouslyIdentifies operational inefficiencies and provides data-backed recommendations to clients and internal teamsLeverages automated tools, templates, and process improvements to enhance delivery and productivityBrings creative strategies to clients that improve adoption, streamline workflows, and strengthen digital performanceShares new insights and best practices informed by industry trends and peer comparisonsUses AI-assisted tools to analyze client data, prepare messaging, and uncover actionable improvementsExperiments with new engagement formats and ideas that elevate client experience and support better resultsContinuously looks for ways to enhance internal processes and customer success deliverySkillsStrong relationship management experience with a track record of driving retention and growthExperience supporting clients in person and via virtual communication tools (Teams/Zoom)Excellent verbal, written, presentation, and interpersonal communication skillsCustomer-driven and results-oriented, with the ability to influence decision-makingStrong organizational, planning, and time-management skillsExperience working independently and managing multiple priorities in a fast-paced environmentProficiency with Microsoft Office tools and SalesforceBackground in electronic billing, payments, merchant services, or related SaaS platforms preferredBenefitsMedical, dental, vision, life & disability insurance401(k) plan with company matchFlexible Time Off (FTO), wellbeing days, paid holidays, and summer FridaysMental health resourcesPaid parental leave & Backup CareTuition reimbursementEmployee Resource Groups (ERGs)Employees may also be eligible for an annual bonus or commissionSome roles may also be eligible for overtime payCompany OverviewInvoiceCloud provides modern digital payment, customer engagement, and outbound disbursement solutions. It was founded in 2009, and is headquartered in Boston, Massachusetts, US, with a workforce of 201-500 employees. Its website is http://www.invoicecloud.net.Company H1B SponsorshipInvoiceCloud, Inc. has a track record of offering H1B sponsorships, with 3 in 2025, 3 in 2024, 5 in 2023, 4 in 2022, 1 in 2021, 1 in 2020. Please note that this does not guarantee sponsorship for this specific role.