Customer Success Manager - Digital (IGT1 Lanka: Billtrust)

IGT1 Lanka is a rapidly growing offshore technology and talent solutions company based in Port City Colombo. We are a fully owned subsidiary of IGT I Holdings Sweden AB, funded by the three of world’s leading private equity firms; EQT Group, Hg, and TA Associates. We’re also proud to be a sister company of IFS, Sri Lanka’s largest and most established technology company. 

At IGT1 Lanka, we partner with global businesses to scale operations, accelerate innovation, and build world-class SaaS platforms through high-quality offshore delivery. Our people-first culture champions diversity, teamwork, and continuous learning, creating an environment where talent thrives. 

With a team of over 400 professionals and counting, we are always looking for passionate, skilled individuals who want to make a global impact while being part of something extraordinary. 

Through our offshore collaboration model, you'll be embedded within the team of one of our esteemed international clients, contributing directly to high-impact, enterprise-level initiatives. 

Billtrust makes it easier for B2B companies to get paid. We’ve been the leading innovator in AR automation for nearly two decades and continue accelerating. Our customers span 40+ industries, and we lead with double digit market share in many of the industries we serve. We provide automated order-to-cash solutions that meet diverse buyer requirements and speed cash application through tailored invoice delivery, secure multi-channel payment enablement and intelligent matching and payment posting. Our unparalleled expertise in AR informs everything that we do. No one is better positioned to understand and solve for the needs of every individual AR department. We innovate by pushing automation into new areas like our supplier-driven payments network, automated invoice delivery into AP portals and our automated credit application process. We drive results by helping our customers increase electronic adoption of invoices and payments and widening technology bottlenecks. Amazing customer experiences are possible with our connected solutions. We give our customers the power to conduct business unencumbered by manual interactions.

Job Summary

The Customer Success Manager - Digital plays a pivotal role in managing a high volume of customer interactions to ensure customer satisfaction, broader adoption, and long-term retention. This role requires a blend of technical knowledge, strong customer engagement skills, and the ability to work efficiently across multiple time zones.

The CSM - Digital will maintain regular contact with multiple customers and collaborate internally with cross-functional departments, representing the voice of the customer to actively resolve concerns and accommodate reasonable requests. To succeed in this role, all customer communication—both oral and written—must be accurate, clear, and informative.

Job Responsibilities

• Manage all post-sales activities for Billtrust’s scaled customers through touchpoints that require product knowledge, planning, project management, and the ability to quickly build customer rapport.
• Maintain a deep understanding of the product and make recommendations on how customers can use it to accelerate their own business objectives.
• Proactively identify and flag churn risk, and work with other account team members to mitigate customer risk.
• Partner with Sales, Product, Professional Services, Support, and other Billtrust teams to provide effective customer engagements.
• Analyze customer data to suggest engagement strategies within your customer portfolio.
• Execute proactive customer campaigns to engage customers on discrete topics, such as awareness of new product capabilities.
• Help our customers identify, frame, and realize value from using Billtrust.
  Develop a deep understanding of customer needs, use cases, and objectives to ensure that the Billtrust platform is properly leveraged to achieve them.
• Assist customers in driving user adoption and change management within their organization.
• Monitor and report on the overall well-being of customers, tracking key health and usage indicators.
• Serve as a point of escalation for customer issues and ensure swift resolution.
  Drive customer advocacy through case studies and references.
• Ensure high customer satisfaction and retention.
• Evangelize the capabilities of the Billtrust platform, identifying opportunities for further growth within customers while working collaboratively with the account team to position upsells.
• Work with the Services teams to facilitate the onboarding of new customers

• 5+ years of customer-facing experience in a high-growth SaaS industry, or Account Management (preferred)
• Comfortable interacting with a high volume of customers across various channels (phone, email, webinars)
• Ability to navigate ambiguity while helping to build and refine the digital customer success segment; contributes actively to team development initiatives
• Demonstrates outstanding initiative and a positive attitude
• Excellent verbal and written communication skills
• Strong collaboration mindset and teamwork capabilities
• Understanding of key trends in Financial Services and technology
• Bachelor’s degree on the relative field
• Able to understand complex scenarios and business operations with limited information, and extrapolate recommendations for next steps and key initiatives for customers
• Work Starting Time: 7:30 PM IST (8:00 AM to 5:00 PM Eastern Time).

Nice to have

• Experience in roles with a strong technology component, or a demonstrated understanding of technology’s business impact
• Proactive, with a collaborative and solution-oriented attitude
• Thrives in a fast-paced, dynamic environment; able to take initiative and deliver results
• Capable of influencing and motivating others in a virtual team environment