Mid Market Customer Success Manager

BILL is a financial operations platform for small and midsize businesses, helping them automate accounts payable, accounts receivable, and spend and expense processes. The Mid Market Customer Success Manager owns complex mid-market accounts, serving as a trusted advisor while driving retention, product adoption, and expansion through success planning, executive reviews, consultations, and issue resolution.

Responsibilities:

• Own a portfolio of mid-market accounts, serving as a trusted advisor with in-depth knowledge of each customer's workflow, goals, and risk profile and the ability to align BILL's product capabilities to measurable business outcomes across AP/AR and S&E
• Anticipate and address churn risks before they escalate, maintaining relationships across multiple customer stakeholders, developing personalized success plans, and executing retention strategies with the judgment to act independently when it matters
• Lead multi-stakeholder Executive Business Reviews, that connect product adoption data to measurable business outcomes, adapting the agenda to what each customer needs to hear without manager support, and using each session to advance the relationship
• Identify, develop, and execute customized upsell plans tied directly to customer desired outcomes and long-term goals, driving complex IPFX Cross Sell, Subscription upsell, and Transaction Revenue Growth opportunities that maximize portfolio NRR
• Provide tailored product consultations. that go beyond feature demonstrations, aligning BILL's full AP/AR and S&E capabilities to each customer's specific business goals, troubleshooting integrations, and increasing efficiencies through targeted adoption
• Set the standard for team process execution, leading by example with meticulous note-taking, mastering the P.L.A.N. framework across all customer calls, and meeting all SLAs with zero exceptions while demonstrating responsiveness well ahead of required thresholds
• Resolve complex customer issues independently, using creative problem-solving and cross-functional collaboration when necessary, escalating only when a situation is genuinely beyond your control, and arriving with a recommended course of action when you do

Requirements:

• 5–8 years in customer-facing SaaS roles with a demonstrated ability to manage complex mid-market accounts with minimal manager oversight and a track record of delivering on both retention and expansion
• Multi-stakeholder relationship management experience, you've built relationships across multiple contacts within an account, navigated competing priorities, and successfully led Executive Business Reviews tied to business outcomes, not just product health
• Proven expansion motion ownership, you've independently identified and executed IPFX Cross Sell, subscription upsell, and transaction revenue growth opportunities, with a pipeline you can speak to in concrete terms
• In-depth product and integration knowledge, you understand how to align platform capabilities to customer goals, troubleshoot integrations, and advise customers on adoption strategies that connect features to measurable outcomes
• Strong process discipline, you operate within established ROE frameworks, set an example for others in note quality and SLA adherence, and identify improvement opportunities without being prompted
• Proficiency with Salesforce and Gainsight, with the organizational skills to manage a mid-market book of business across a high volume of customer touchpoints and CTA workflows