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!
Version Date: 24/07/2025
Position Title: Customer Revenue & Renewals Operations Director – Customer Success
Department:
Reports To: Global Head of Customer Success
Position Summary: We are looking for a commercially minded Revenue and Renewals Operations Manager to support and enhance our customer revenue performance. This role is critical in driving operational efficiency, enabling data-informed decision making, and optimising processes across the customer lifecycle to support forecasting, renewals, and overall revenue growth.
As a key individual contributor, you will work cross-functionally with Customer Success, Sales Operations, and Finance to improve systems, reporting, and workflows that underpin our revenue engine. This is a high-impact role that blends strategic thinking with hands-on execution to unlock growth opportunities, improve retention, and support scalable performance across our customer organisation.
Key Responsibilities:
· Align with Customer Success leadership to innovate and implement strategies to reach company goals.
· Lead the Renewal Team to drive operational improvements and best practices.
· Assess skill sets and provide ongoing coaching and feedback to team members to meet objectives, reinforce renewal methodologies, and guide career path direction.
· Guide Team in managing key internal relationships to drive renewal goals and contribute to company growth.
· Review and improve processes supporting Renewal transactions
· Partner with the Business Systems team to establish an enhancement roadmap
· Partner closely with Customer Success leadership, Sales Ops, and Finance to align revenue-driving initiatives and improve end-to-end customer lifecycle processes.
· Optimise tools, data, and reporting to enhance revenue tracking and forecasting accuracy.
· Co-own with Head of Global Customer Success the execution of the Customer Cube CS Workstream
· Design and maintain insightful dashboards and reports that highlight key revenue metrics and customer trends
· Analyse performance data to identify risks and opportunities, informing decisions around forecasting, territory management, and incentive planning.
· Enhance and streamline workflows related to renewals.
· Define and govern policies and frameworks that enable the Customer Organisation to capitalise on revenue opportunities and adopt best-in-class practices.
Essential Experience:
· People Management experience in revenue operations
· Experience in Revenue Operations, Renewals, or Sales Operations within B2B SaaS environment
· Demonstrated ability to develop scalable processes that support customer success and revenue performance
· Strong analytical mindset with experience building dashboards and working with commercial KPIs
· Commercial acumen with a deep understanding of how operational excellence drives growth and retention
· Expertise using CRM (preferably Salesforce) and BI tools to optimise workflows and extract actionable insights
· Proven ability to influence cross-functional stakeholders and drive alignment
· Familiarity with revenue and renewal best practices and governance across the customer journey
· Comfortable navigating ambiguity in scaling a business environment with an international growth focus
Desirable Experience:
· Experience in the payments industry
We welcome talent at all career stages and are dedicated to understanding and supporting additional needs. We're proud to be an equal opportunity employer, committed to creating an inclusive and open environment for everyone.
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