[Hiring] Scaled Customer Success Manager @BILL

Role Description

Join BILL as a Scaled Customer Success Manager and help small and mid-size businesses modernize how they manage payables, receivables, and spend & expense. In this high-ownership, quota-carrying role, you’ll help manage a shared book of business and be accountable for retention, expansion, and renewals. You’ll guide customers to measurable outcomes through data-driven success plans, executive conversations, and best-practice enablement that deepens adoption across our platform.

You’ll sit within our Post-Sales organization and focus on proactive engagement, customer health, and product adoption at scale. The team monitors health metrics, runs training webinars, uses data to anticipate customer needs, and partners with Sales, Support, Product, and Operations to deliver a seamless customer experience.

If you love blending customer success, cross-sales, data-driven decision making and you’re energized by helping small businesses succeed, this role is for you!

Responsibilities:

• Own and manage a shared book of SMB customers, using data to drive outcomes.
• Deliver on revenue and retention goals by reducing churn, driving renewals, and identifying upsell/cross-sell opportunities.
• Run training sessions and webinars to ensure customers are properly configured, enabled on best practices, and confident using our products.
• Monitor customer health metrics and platform usage, using data and alerts to prioritize outreach, mitigate risk, and uncover expansion opportunities.
• Have value-driven conversations with finance and accounting stakeholders (e.g., controllers, accountants, CFOs) to understand their goals and connect them to BILL solutions.
• Capture clear notes, next steps, and CTAs in our systems so the broader team can support, follow up, and expand relationships over time.
• Develop and maintain deep product expertise across BILL’s solutions, including expense reporting and modern accounting practices, to act as a consultative partner to customers.
• Collaborate cross-functionally to resolve issues, remove friction, and deliver a consistent customer experience.

Qualifications

• Experience in customer-facing, revenue-tied roles such as customer success, account management, inside sales, banking, or finance.
• Consistently meet performance targets and quotas by taking a proactive, self-starting approach and maintaining a strong focus on results even in ambiguous situations.
• Use data and curiosity to diagnose issues, spot trends, and make thoughtful recommendations that balance customer and business needs.
• Excel in high-volume environments by maintaining strict discipline in process following, queue management, and organization to ensure effective prioritization and time management.
• Persuasive and empathetic communicator, skilled at building rapport and resolving conflict across various platforms while effectively presenting to groups in both formal and informal settings (webinars, training, or customer meetings).
• Ability to build trust quickly, listen and consult with clients, not just “check the box” on activities.
• Basic understanding of financial reports (e.g., Balance Sheet, Income Statement) and how they relate to business health.
• Basic familiarity with accounting systems such as QuickBooks, Intacct, NetSuite, or similar tools.

Requirements

• 2+ years in a customer-facing, revenue-responsible role in a SaaS company (nice to have).
• Experience in finance/accounting or with AP/AR workflows (nice to have).
• Experience with Gainsight, Salesforce, or similar customer success platform (nice to have).

Benefits

• 100% paid employee health, dental, and vision plans (choose HMO, PPO, or HDHP).
• HSA & FSA accounts.
• Life Insurance, Long & Short-term disability coverage.
• Employee Assistance Program (EAP).
• 11+ Observed holidays and wellness days and flexible time off.
• Employee Stock Purchase Program with employee discounts.
• Wellness & Fitness initiatives.
• Employee recognition and referral programs.
• And much more.