[Hiring] Customer Success Manager @MHC

Role Description

We are seeking a highly motivated and experienced Customer Success Manager, Payments to support and grow our MHC NorthStar Payments Plus customer base. This role is both strategic and hands-on, focused on helping customers successfully implement, adopt, and expand their B2B payment programs.

What you will get to do

• Customer Relationship Management
  • Act as the primary point of contact for a portfolio of Payments focused customers
  • Build and maintain strong, long-term relationships with key stakeholders
  • Understand each customer's business goals and align payment strategies to drive value
• Program Implementation & Growth
  • Support customers end to end from sale to onboarding of their payment programs
  • Lead vendor enrollment campaign kickoffs, ensuring successful program launches
  • Own the full lifecycle of vendor enablement and electronic payment adoption (ACH, virtual card, etc.) from initial enrollment through ongoing optimization of payment mix to increase efficiency, ROI, and program spend
  • Identify opportunities to expand payment programs, grow spend, and increase revenue
• Strategic Advisory
  • Serve as a trusted strategic advisor, helping customers optimize and scale their payment programs
  • Use data and insights to guide customers toward continuous improvement and measurable outcomes
• Operational Execution
  • Deliver consistent, proactive communication and reporting to customers
  • Manage a book of business while ensuring a high level of service across all accounts
  • Track customer health, adoption metrics, and revenue performance
• Partner Collaboration
  • Work closely with Bottomline as a key payments partner
  • Maintain regular communication with Bottomline to align on account strategy, performance, and opportunities
  • Coordinate cross-functional efforts to ensure seamless customer experience
• Support & Issue Resolution
  • Act as the front line of support for customer questions and program needs
  • Partner with internal teams (Product, Customer and Sales) and Bottomline to resolve issues quickly and effectively

What Success Looks Like in This Role

• High customer satisfaction and retention across assigned accounts
• Increased adoption of electronic payments within customer programs
• Growth in payment volume and revenue generation
• Strong, collaborative partnership with our payments partner
• Well-managed portfolio with consistent communication and measurable outcomes

Knowledge and Skills

• Experience working with or alongside Bottomline or similar payment network providers
• Familiarity with ERP integrations and procurement/AP workflows
• Knowledge of electronic payment methods (ACH, virtual card, wire, etc.)
• Tools and tech stack: Salesforce, Gong, Teamworks, Excel

Education and Qualifications

• Bachelor’s degree in business or other related focus
• 5+ years of experience in Customer Success, Account Management, or Relationship Management
• Strong background in B2B payments, AP/AR automation, or financial technology
• Demonstrated success in driving customer growth, retention, and revenue expansion
• Experience leading or supporting vendor enrollment campaigns and payment adoption initiatives
• Ability to operate both strategically and tactically in a fast-paced environment
• Excellent communication and stakeholder management skills
• Strong organizational and time management skills, with the ability to manage multiple priorities
• Experience working with external partners and managing cross-functional collaboration
• Data-driven mindset with the ability to translate insights into actionable recommendations

Benefits

• Workplace Flexibility
• 401(k) Plan: Deferred and Roth options available to help you save for retirement, with a generous employer match of 50% up to maximum of 4.5% of gross pay.
• Medical Plans: Comprehensive co-pay or HSA coverage options to keep you and your family healthy.
• Dental and Vision Plans: Access to a large network of providers for dental and vision health.
• Daycare and Medical FSA/HSA: Save on eligible daycare and healthcare expenses with our flexible spending and health savings account plans.
• Group Term Life Insurance: Coverage of $50,000 to provide peace of mind.
• Generous Paid Time Off (PTO) Policies: Ample time to relax and recharge.
• Employee Assistance Program (EAP): Support for personal and professional challenges.
• Voluntary Benefits Available:
  • Additional Life Insurance
  • Critical Illness Insurance
  • Accident, Cancer & Hospital Indemnity Insurance
  • Legal/ID Shield
  • Pet Insurance
• Parental Leave:
  • If your state offers a paid family or medical leave program, you will have access to those benefits. For employees in states without a state program, we offer:
    • Four weeks of paid paternity leave, available after one year of employment, with partial eligibility beginning at six months.
    • Twelve weeks of paid leave for the birth parent, eligibility rules apply.