Bottomline is at the forefront of digital transformation. We are a growing global market leader uniquely equipped to address the changing needs of how businesses pay and get paid. Our culture of working with and for each other enables us to delight our customers. We empower our teams to think like owners to drive Customer delight and help them grow their business and win in their markets. 

As Customer Success Manager, North America,  within our Cyber Fraud and Risk Management (CFRM) business unit, you are responsible for optimizing and enriching the customer experience throughout our customer life cycle and orchestrating the customer journey through proactive engagement strategies for your assigned portfolio of NA CFRM Customers. 

You are at the forefront of activities that will continuously drive increased customer delight and are ultimately responsible for the retention and significant growth for your assigned Customers.

How you'll contribute:

  • Serve as the focal point for targeted customers by establishing and driving an account plan to meet Customer objectives
  • Advocate for customers, while managing expectations through regular, proactive communication
  • Enable LOB account managers to monitor customer health holistically to minimize customer attrition
  • Onboard, train, and educate customers on the solution, as well as fraud tuning processes
  • Develop a deep understanding of the solutions, processes to onboard Customers and advise the Customer on best practices, as well as the status of value realization of the solution
  • Collaborate closely with internal stakeholders and partners across other Line of Business (LOB) CSMs, sales, marketing, product management, implementation services, operations, support and executive leadership.
  • Establish and maintain effective relationships with members of the direct (non-LOB) CFRM Customer organization and actively work towards becoming a trusted advisor
  • Advise LOB CSMs on CFRM solutions and key plays
  • Collaborate with LOB CSMs and Sales team to generate leads and drive new business with existing Customers, by providing insights into the Customer’s business objectives, pain points, and initiatives
  • Identify new stakeholders, decision makers and influencers within the Customer organization
  • Provide visibility to CFRM leadership on broader Customer account strategy, health score status, product requirements and industry insights
  • Provide regular updates to both Customer and internal executives on overall account health and activities
  • Assist Vice President, CFRM Operations and Services, with special projects and preparing content for quarterly and monthly executive meetings
  • Participate in Monthly and Quarterly reviews which include status of value realization including adoption, and expansion. Proactively raise areas of opportunity, as well as solutions to challenges and issues.
  • Serve as an effective Customer advocate for future state product direction by understanding Customer needs and requirements, quantifying the impact it will have on their business and communicating internally
  • Build and foster a strong user community and ensure our Customers are taking advantage of best practices, white papers, webinars, etc.

Required Skills:

  • Process orientation, with a keen focus on Customer goal achievement and KPI’s
  • Demonstrated commercial mindset, with an understanding of ‘selling moments’ and has proven experience in consistent achievement of MBO’s.
  • Experience using CRM applications for opportunity management, customer success program reporting, while maintaining the most current, accurate Customer data
  • Minimum of 8 years of experience in customer facing roles within sales, customer success, account management, solution consulting, pre-sales or professional services within an enterprise SaaS company.
  • Minimum of 4 years of experience within the Financial Services and/or FinTech industry, Fraud and Financial Crime domain experience and an understanding of the broader payment ecosystem and competitive landscape relative to the payments world.
  • Proven ability to effectively engage with and navigate across corporate functions
  • Provide regular, recurring communications about the pulse of our customers to key stakeholderson a weekly basis.
  • Ability to work with sales executives and assist with opportunities as subject matter expert
  • Able to travel up to 30% of the time.
  • Proven to be detailed-oriented, organized and  effective time management skills
  • Active listening skills, exceptional interpersonal skills and excellent written, presentation and verbal communication skills
  • Always positive, driven to excel and takes initiative
  • Highly collaborative.

Education and Experience:

  • Bachelor’s Degree or higher, with a business or technical focus.

You’ll love Botttomline because in everything we do we seek to delight our customers and we are passionate about building a company of which we can all be proud, and this starts with building amazing teams filled with team members that challenge you every day.


Apply for this Job

* Required


U.S. Equal Opportunity Employment Information (Completion is voluntary)

Individuals seeking employment at Bottomline Technologies are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation. You are being given the opportunity to provide the following information in order to help us comply with federal and state Equal Employment Opportunity/Affirmative Action record keeping, reporting, and other legal requirements.

Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Form CC-305

OMB Control Number 1250-0005

Expires 05/31/2023

Voluntary Self-Identification of Disability

Why are you being asked to complete this form?

We are a federal contractor or subcontractor required by law to provide equal employment opportunity to qualified people with disabilities. We are also required to measure our progress toward having at least 7% of our workforce be individuals with disabilities. To do this, we must ask applicants and employees if they have a disability or have ever had a disability. Because a person may become disabled at any time, we ask all of our employees to update their information at least every five years.

Identifying yourself as an individual with a disability is voluntary, and we hope that you will choose to do so. Your answer will be maintained confidentially and not be seen by selecting officials or anyone else involved in making personnel decisions. Completing the form will not negatively impact you in any way, regardless of whether you have self-identified in the past. For more information about this form or the equal employment obligations of federal contractors under Section 503 of the Rehabilitation Act, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at

How do you know if you have a disability?

You are considered to have a disability if you have a physical or mental impairment or medical condition that substantially limits a major life activity, or if you have a history or record of such an impairment or medical condition.

Disabilities include, but are not limited to:

  • Autism
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, or HIV/AIDS
  • Blind or low vision
  • Cancer
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or hard of hearing
  • Depression or anxiety
  • Diabetes
  • Epilepsy
  • Gastrointestinal disorders, for example, Crohn's Disease, or irritable bowel syndrome
  • Intellectual disability
  • Missing limbs or partially missing limbs
  • Nervous system condition for example, migraine headaches, Parkinson’s disease, or Multiple sclerosis (MS)
  • Psychiatric condition, for example, bipolar disorder, schizophrenia, PTSD, or major depression

1Section 503 of the Rehabilitation Act of 1973, as amended. For more information about this form or the equal employment obligations of Federal contractors, visit the U.S. Department of Labor's Office of Federal Contract Compliance Programs (OFCCP) website at

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.