Customer Success Associate at InvoiceCloud, Inc. in Remote

Summary: InvoiceCloud is a fast-growing fintech leader recognized for its innovative approach to payment solutions. The Customer Success Associate plays a crucial role in building strong partnerships with mid-market clients, ensuring they derive value from InvoiceCloud’s platform through effective engagement and support. Responsibilities: - Builds trusted, long-term client relationships through proactive communication and thoughtful engagement - Understands client goals, billing workflows, adoption barriers, and service needs to provide tailored recommendations - Interprets client health indicators and takes early action to address concerns or emerging churn risks - Serves as the advocate for clients internally, partnering with cross-functional teams to ensure timely resolutions and positive experiences - Communicates clearly across multiple channels and adjusts style based on audience to strengthen rapport and influence outcomes - Implements strategies that increase digital payment adoption, improve client engagement, and strengthen renewal outcomes - Identifies opportunities to introduce additional InvoiceCloud products and generates high-quality leads for expansion - Monitors performance metrics such as AutoPay enrollment, paperless adoption, and online payment utilization to guide client actions - Executes outreach plans that drive measurable progress against retention, revenue, and adoption goals - Organizes work efficiently to support a large portfolio while maintaining high-quality interactions - Manages assigned accounts with accountability, follow-through, and attention to accuracy in all client interactions - Investigates client issues, gathers context, and partners with internal teams to resolve challenges promptly - Maintains organized documentation of client updates, action plans, and communications to support continuity and transparency - Develops working knowledge of client configurations and integrations to better diagnose issues and guide next steps - Demonstrates initiative by anticipating needs, raising concerns early, and recommending solutions - Uses Salesforce, reporting tools, and automated outreach methods to manage a large book of business effectively - Establishes predictable communication cadences that increase coverage and consistency across the portfolio - Applies structured problem-solving to prioritize work, balance competing demands, and streamline processes - Uses data to identify adoption gaps and operational inefficiencies, presenting insights to clients in a clear and actionable way - Continuously seeks improvements to internal workflows that enhance productivity and client experience - Shares market trends, peer insights, and emerging best practices that help clients modernize their payment experience - Identifies creative approaches to improve adoption, engagement, and platform utilization - Uses AI-assisted tools to prepare messaging, analyze data, and create insights that improve speed and client impact - Experiments with new engagement techniques and communication strategies to elevate customer success outcomes - Encourages continuous learning and seeks out new ideas that enhance both client delivery and internal processes - Periodic travel to key accounts, onsite meetings, or industry conferences as required Required Qualifications: - Builds trusted, long-term client relationships through proactive communication and thoughtful engagement - Understands client goals, billing workflows, adoption barriers, and service needs to provide tailored recommendations - Interprets client health indicators and takes early action to address concerns or emerging churn risks - Serves as the advocate for clients internally, partnering with cross-functional teams to ensure timely resolutions and positive experiences - Communicates clearly across multiple channels and adjusts style based on audience to strengthen rapport and influence outcomes - Implements strategies that increase digital payment adoption, improve client engagement, and strengthen renewal outcomes - Identifies opportunities to introduce additional InvoiceCloud products and generates high-quality leads for expansion - Monitors performance metrics such as AutoPay enrollment, paperless adoption, and online payment utilization to guide client actions - Executes outreach plans that drive measurable progress against retention, revenue, and adoption goals - Organizes work efficiently to support a large portfolio while maintaining high-quality interactions - Manages assigned accounts with accountability, follow-through, and attention to accuracy in all client interactions - Investigates client issues, gathers context, and partners with internal teams to resolve challenges promptly - Maintains organized documentation of client updates, action plans, and communications to support continuity and transparency - Develops working knowledge of client configurations and integrations to better diagnose issues and guide next steps - Demonstrates initiative by anticipating needs, raising concerns early, and recommending solutions - Uses Salesforce, reporting tools, and automated outreach methods to manage a large book of business effectively - Establishes predictable communication cadences that increase coverage and consistency across the portfolio - Applies structured problem-solving to prioritize work, balance competing demands, and streamline processes - Uses data to identify adoption gaps and operational inefficiencies, presenting insights to clients in a clear and actionable way - Continuously seeks improvements to internal workflows that enhance productivity and client experience - Shares market trends, peer insights, and emerging best practices that help clients modernize their payment experience - Identifies creative approaches to improve adoption, engagement, and platform utilization - Uses AI-assisted tools to prepare messaging, analyze data, and create insights that improve speed and client impact - Experiments with new engagement techniques and communication strategies to elevate customer success outcomes - Encourages continuous learning and seeks out new ideas that enhance both client delivery and internal processes - Periodic travel to key accounts, onsite meetings, or industry conferences as required Required Skills: Salesforce, Data Analysis, AI-assisted Tools, Customer Success Management, Payment Platform Utilization, Client Engagement Strategies, Analytical Thinking Benefits: Medical, dental, vision, life & disability insurance, 401(k) plan with company match, Flexible Time Off (FTO), wellbeing days, paid holidays, and summer Fridays, Mental health resources, Paid parental leave & Backup Care, Tuition reimbursement, Employee Resource Groups (ERGs)