Manager, Customer Success

BILL is a leading financial operations platform for small and midsize businesses. The Customer Success Manager leads a team responsible for retaining customers and expanding net revenue, focusing on creating a world-class customer experience and driving retention and upsell opportunities.

Responsibilities:

• Lead and develop a team of Customer Success representatives accountable for retention and revenue expansion across an assigned customer segment. Set clear objectives and priorities, and build coaching plans that align daily and weekly activity to our Desired Outcomes
• Build a winning team and winning culture by holding reps accountable to clear expectations, delivering regular reporting and forecasting to the business, and fostering a fun, results-driven, improvement-oriented environment through coaching and career development
• Own the Customer Success performance ecosystem for your team: run weekly audits and call reviews, monthly RPA (Results, Pipeline & Activity) reviews, quarterly 9-Box talent assessments, and bi-annual performance reviews, so every rep always knows where they stand
• Own retention outcomes. Ensure no surprise churn, that at-risk customers are surfaced early, that CTAs are actioned within 30 days, and that all contracts are renewed by expiration
• Drive net revenue expansion. Hold your team to coverage and upsell targets and to a consistent cross-sell motion
• Ensure full segment coverage by holding reps to customer engagement expectations appropriate for the segment, including proactive outreach cadences, QBRs, and health check touchpoints
• Hire and develop great talent that raises the bar for the team, onboard new reps effectively, and manage performance issues directly and fairly when expectations are not consistently met
• Partner cross-functionally with Sales, Onboarding, Customer Solutions, Product, Risk, and Finance to resolve escalations, break down silos, and represent an accurate, credible voice of the customer

Requirements:

• Proven people-leadership experience in Customer Success, Account Management, or a related post-sales function, including direct management of individual contributors
• A track record of accountability for team performance and results, including communicating priorities, driving change, and maintaining a structured performance cadence
• Demonstrated results in retention and net revenue expansion, and comfort running a structured forecasting and pipeline review cadence
• Strong coaching ability. You develop reps by identifying skill gaps, delivering actionable feedback, and building development plans that grow both performance and career trajectory
• Experience hiring and building high-performing teams, including recruiting strong individual contributors and partnering with Talent Acquisition on strategic hiring
• Effective cross-functional collaboration. You build trusted relationships with peers and partners across functions and represent your customers and team with credibility
• Sound judgment in ambiguity. You make timely, data-driven decisions, adapt to changing circumstances, and lead your team through change with clarity and composure
• Business acumen with finance and accounting workflows is a plus, given BILL serves finance and accounting leaders