Customer Success Manager

About The Company At BILL, we are dedicated to innovating with purpose by empowering businesses that form the backbone of our economy. Our mission is to replace outdated financial processes with cutting-edge, automated solutions that enable businesses—from startups to established brands—to make smarter decisions and gain greater control over their operations. We are committed to creating the future of financial automation, allowing businesses to focus more on what truly matters. Our dynamic environment fosters a culture of purpose, drive, and curiosity, where collaboration and innovation thrive. With offices in San Jose, CA, Draper, UT, and remote‑eligible roles, BILL offers a vibrant workplace for talented professionals eager to make a meaningful impact in the fintech industry.

About The Role We are seeking a highly motivated and results-oriented Scaled Customer Success Manager to join our Post‑Sales organization. In this role, you will be responsible for managing a shared book of small and mid‑size business (SMB) customers, focusing on retention, expansion, and renewal strategies. Your primary goal will be to guide customers towards measurable success outcomes by leveraging data‑driven success plans, engaging in executive-level conversations, and promoting best practices that deepen platform adoption. This position involves proactive engagement, monitoring customer health metrics, and collaborating cross-functionally with Sales, Support, Product, and Operations teams to deliver an exceptional customer experience. You will play a key role in helping our customers modernize their financial workflows related to payables, receivables, and expense management, ultimately driving revenue growth and customer satisfaction.

Qualifications

• Experience in customer-facing roles such as customer success, account management, inside sales, banking, or finance.
• Proven track record of meeting or exceeding performance targets and quotas through proactive and results-driven approaches.
• Strong analytical skills with the ability to use data to diagnose issues, identify trends, and make strategic recommendations.
• Exceptional communication skills, capable of building rapport, resolving conflicts, and delivering impactful presentations in various formats.
• Ability to build trust quickly and consult effectively with clients, listening to their needs and providing tailored solutions.
• Basic understanding of financial reports such as Balance Sheets and Income Statements and their relevance to business health.
• Familiarity with accounting systems like QuickBooks, Intacct, NetSuite, or similar tools.
• Strong organizational skills with the ability to manage high-volume workloads and prioritize effectively.
• Self-motivated with a proactive mindset and a focus on continuous improvement.

Nice To Have

• 2+ years of experience in SaaS customer success or revenue-responsible roles.
• Experience in finance or accounting workflows, especially AP/AR processes.
• Knowledge of customer success platforms such as Gainsight, Salesforce, or similar tools.

Responsibilities

• Own and manage a shared book of SMB customers, leveraging data to drive customer outcomes and success.
• Achieve revenue and retention goals by reducing churn, driving renewals, and identifying upsell and cross-sell opportunities.
• Conduct training sessions and webinars to ensure customers are properly configured, enabled on best practices, and confident in using BILL’s platform.
• Monitor customer health metrics and platform usage, utilizing data and alerts to prioritize outreach, mitigate risks, and uncover growth opportunities.
• Engage in value-driven conversations with finance and accounting stakeholders, understanding their goals and aligning BILL solutions to meet their needs.
• Document customer interactions, next steps, and calls to action in CRM systems to facilitate ongoing support and relationship expansion.
• Develop deep product expertise across BILL’s solutions, including expense reporting and modern accounting practices, to serve as a trusted consultative partner.
• Collaborate across teams to resolve issues, eliminate friction, and ensure a seamless customer journey from onboarding to ongoing success.

Benefits

• 100% paid health, dental, and vision insurance plans (HMO, PPO, or HDHP options).
• Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA).
• Life insurance, long-term and short-term disability coverage.
• Employee Assistance Program (EAP) supporting mental health and well-being.
• Paid holidays, wellness days, and flexible time off to promote work-life balance.
• Participation in Employee Stock Purchase Program with discounts.
• Wellness and fitness initiatives aimed at promoting healthy lifestyles.
• Recognition programs and employee referral incentives.
• Additional perks and resources designed to support personal and professional growth.

Equal Opportunity

BILL is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We believe that diverse perspectives and backgrounds foster innovation and drive our success. We welcome applications from individuals of all backgrounds, abilities, and identities. Our hiring process is transparent and equitable, and we are dedicated to providing accommodations throughout the recruitment process. We value your unique contributions and look forward to considering your application.