Scaled Customer Success Manager

Make your impact within a rapidly growing Fintech Company

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.

We’d love to chat if you have:

• Experience in customer-facing, revenue-tied roles such as customer success, account management, inside sales, banking, or finance.
• You 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.
• You are a 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.

Nice to have:

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