Scaled Customer Success Manager

BILL is a rapidly growing fintech company focused on empowering businesses through innovative financial tools. As a Scaled Customer Success Manager, you will manage a shared book of SMB customers, ensuring retention and expansion while guiding them to measurable outcomes through data-driven strategies and proactive engagement.

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

Requirements:

• 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
• 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