Are you ready to transform the way businesses pay and get paid? Bottomline is a global leader in business payments and cash management, with over 35 years of experience and moving more than $16 trillion in payments annually. We're looking for passionate individuals to join our team and help drive impactful results for our customers. If you're dedicated to delighting customers and promoting growth and innovation - we want you on our team!
The Role
We are seeking a Customer Success Associate to join our Vendor Success team and support the continued growth of the Paymode network.
In this role, you will work closely with customers to ensure they realize the full value of Paymode, helping them achieve their desired business outcomes while driving engagement and retention. You will serve as a trusted point of contact for vendor enquiries and escalations, working cross-functionally to resolve issues, protect revenue, and deliver an outstanding customer experience.
This is an excellent opportunity for someone who is passionate about customer success, enjoys problem-solving, and thrives in a fast-paced fintech environment.
Location: Hybrid/Remote (This role is predominantly remote but there is requirement for you to be close to our office in Portsmouth for the purpose of 2 monthly collaboration days)
How you'll make an impact:
- Respond to and resolve customer enquiries by educating customers on the value and benefits of Paymode services.
- Drive customer engagement and adoption of Paymode features and capabilities.
- Manage vendor enquiries and escalations through to successful resolution, ensuring a positive customer experience.
- Identify potential retention risks and collaborate with internal teams to develop effective solutions and protect revenue.
- Build strong relationships with customers to support long-term engagement and commitment to the Paymode network.
- Partner with Account Managers, Member Services, Reporting, and Vendor Success Operations teams to address customer questions and concerns.
- Support customer reviews by gathering, analyzing, and presenting data from Paymode applications and back-office systems.
- Contribute to process improvement initiatives by identifying and sharing best practices that enhance efficiency and effectiveness.
What We're Looking For:
- This is an entry level role. Maximum of 3 year of customer retention experience.
- Strong customer service and relationship management skills.
- Excellent verbal and written communication skills with the ability to engage effectively at different organizational levels.
- Ability to manage multiple priorities and work efficiently in a fast-paced environment.
- A genuine passion for helping customers succeed.
- Strong problem-solving skills with the ability to take ownership and drive issues to resolution.
- Positive, proactive, and self-motivated approach.
- Team-oriented mindset with the confidence to work independently when required.
Preferred Qualifications
- Understanding of the payments ecosystem, financial technology landscape, and industry trends.
- Experience using CRM platforms and customer success management tools.
- Experience reporting on customer success programs, customer engagement, or retention activities.
- Bachelor's degree (or equivalent) in Business, Technology, Finance, or a related field.
We welcome talent at all career stages and are dedicated to understanding and supporting additional needs. We're proud to be an equal opportunity employer, committed to creating an inclusive and open environment for everyone.
Skills Required
- Maximum of 3 years of customer retention experience
- Strong customer service and relationship management skills
- Excellent verbal and written communication skills
- Ability to manage multiple priorities in a fast-paced environment
- Strong problem-solving skills and ability to drive issues to resolution
- Positive, proactive, and self-motivated approach
- Team-oriented mindset with ability to work independently
- Understanding of the payments ecosystem and fintech landscape
- Experience using CRM platforms and customer success management tools
- Experience reporting on customer success, engagement, or retention activities
- Bachelor's degree or equivalent in Business, Technology, Finance, or a related field
Bottomline Technologies Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Bottomline Technologies and has not been reviewed or approved by Bottomline Technologies.
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Healthcare Strength — Comprehensive medical, dental, vision, and mental‑health/EAP coverage is available, with recent changes to U.S. medical partners intended to improve access and value.
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Leave & Time Off Breadth — Paid holidays, sick time, bereavement, generous PTO, and parental/family medical leave are included and positioned as core parts of the offering.
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Retirement Support — A 401(k) program is provided, with indications of employer match supporting longer‑term savings.
Bottomline Technologies Insights
What We Do
Bottomline (NASDAQ: EPAY) makes complex business payments simple, smart, and secure. Corporations and banks rely on Bottomline for domestic and international payments, efficient cash management, automated workflows for payment processing and bill review, and state of the art fraud detection, behavioral analytics and regulatory compliance solutions. Thousands of corporations around the world benefit from Bottomline solutions. Headquartered in Portsmouth, NH, Bottomline delights customers through offices across the U.S., Europe, and Asia-Pacific.
