Scaled Retention Customer Success Manager

BILL is a fintech company that helps businesses automate financial processes and gain better control of their operations. The Scaled Retention Customer Success Manager leads a high-volume customer success team, driving customer experience, retention, revenue expansion, proactive account coverage, escalations, new-hire ramp, reporting, and cross-functional initiatives.

Responsibilities:

• Own team performance: weekly Gong call reviews, monthly RPA reviews, quarterly 9-Box assessments, and bi-annual Workday performance cycles for a team of up to eleven Scaled CSMs
• Hold the team to motion coverage: attrition model CTAs, contract renewals, Rewards agreement management, wallet share and expansion outreach, IPFX customer outcomes, and new customer onboarding across thousands of scaled accounts
• Own escalation management: handle inbound escalations from sales, support, and customers routed through Slack and email — triaging, routing, and resolving so reps stay focused on proactive work
• Oversee special project execution: own day-to-day management strategic initiatives including pacing, quality oversight, and cross-functional coordination
• Drive new hire ramp: onboard and develop five incoming Scaled CSMs, accelerating time-to-productivity and establishing a consistent operating cadence from day one
• Own weekly pipeline reporting and churn risk escalations to senior leadership
• Partner cross-functionally with Managed CS managers, CX/support leadership, sales, product, and finance

Requirements:

• Experience managing a high-volume customer success or account management team, ideally in B2B SaaS or fintech
• A track record of holding a team to proactive motion coverage, not just reacting to what comes in
• Comfort building structure and process in ambiguous, fast-moving environments
• Strong coaching instincts, you develop reps, not just manage them
• The ability to absorb a high volume of internal escalations without letting them consume the team's capacity
• Experience with CRM and CS tooling
• Applicants must have authorization to work in the United States without requiring visa sponsorship now or in the future
• ideally in B2B SaaS or fintech
• Gainsight a plus