VP Payer Success

Bottomline•Portsmouth, NH

15h

About The Position

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 VP, Payer Success is responsible for driving the success, value realization, and growth of our payer customer base. This role owns the end-to-end payer experience post-sale, ensuring payers successfully adopt, expand, and optimize their use of Paymode to achieve measurable business outcomes and revenue impact. This leader will oversee the Payer Success organization, including people leaders and Account Managers, Payor Onboarding and will partner closely with Sales, Product, Revenue Operations, Channel, and Services teams. The role combines strategic leadership with hands-on executive engagement to ensure payer delight, retention, and long-term partnership.

Requirements

Proven experience leading enterprise customer or payer success organizations at scale
Strong executive presence with the ability to engage and influence C-level payer stakeholders
Data-driven mindset with experience defining and operationalizing success metrics and KPIs
Player-coach leadership style with a track record of building, developing, and scaling teams
Deep understanding of SaaS or payments-based platforms and enterprise client operating models
Exceptional communication, organizational, and change leadership/management skills

Responsibilities

Define and lead the payer success strategy, ensuring consistent onboarding, adoption, optimization, and expansion across the payer lifecycle
Establish clear success motions and operating rhythms that realization, retention, and revenue growth
Act as executive sponsor for key payer relationships, stepping in to manage escalations, expectations, and risk mitigation as needed
Serve as the primary post-sale executive contact for strategic payer accounts
Define, track, and report payer success KPIs, including adoption, utilization, retention, churn risk, and Payer Revenue and Health indicators
Partner with Sales and Business Development to support payer growth, renewals, and expansion opportunities
Partner with Paymode Implementation/Delivery through Payer Onboarding team
Collaborate with Product Management to communicate payer feedback, prioritize enhancements, and influence product roadmap decisions
Align with Channel and Services teams to ensure payer experiences are cohesive, efficient, and outcome-driven
Set and sponsor the Paymode vision by partnering with Account Management team to define long‑term strategy, multi‑year roadmaps, and measurable outcomes tied to financial, operational, and supplier experience objectives
Drive portfolio-level growth and value realization by identifying organic growth opportunities, advanced capabilities, and cross‑functional use cases that materially increase client ROI, program adoption, and strategic relevance
Lead executive governance and performance reviews that deliver clear insights on business outcomes, benchmark performance, quantify value delivered, and align on strategic priorities and growth investments
Identify opportunities for program expansion, additional capabilities, and increased value realization
Provide executive-level payer reviews that include performance insights, outcomes achieved, and growth opportunities
Lead and develop a high-performing Payer Success organization, including managers, Account Managers, Account Specialists and Customer Success Managers and Associates
Create a culture of accountability, continuous improvement, and career development
Ensure teams are equipped with the product knowledge, playbooks, and tools required to support complex payer environments
Balance team capacity, prioritization, and utilization to support scalable growth