VP Payer Success

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.

• 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

• 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