Customer Success Associate

Job Details 

The Customer Success Associate builds strong partnerships with a portfolio of 80–125 mid-market clients, ensuring they realize meaningful value from InvoiceCloud’s platform. You will manage day-to-day client engagement, drive payment adoption programs, and identify opportunities to expand product utilization. Success requires a blend of relationship building, analytical thinking, technical curiosity, and the ability to influence client outcomes through data-driven guidance. 

Success Profile: 

At InvoiceCloud, success is anchored in our core competencies. These competencies guide how every employee delivers impact across their role. . 

Customer Centric 

• 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. 

Results Driven 

• 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. 

Takes Ownership 

• 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. 

Drives Efficiency 

• 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. 

Innovative

• 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. 

Travel: Periodic travel to key accounts, onsite meetings, or industry conferences as required. 

• Strong relationship management experience with proven track record of driving retention and growth, while delighting the client both in person and over phone/zoom  
• Experience with electronic billing products and services, such as payment processing, merchant services or electronic payments a huge plus.  
• Customer driven, results oriented, efficient, and willing to go the extra mile.    
• Outstanding verbal, written, presentation and interpersonal skills are required   
• Self-starter with a demonstrated ability to achieve results  
• Excellent time management, organizational and planning skills  
• Experience using standard MS Office tools and Salesforce  

Benefits 
We offer a competitive benefits program including: 

• 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)