Note: The job is a remote job and is open to candidates in USA. BILL is a fintech company that provides financial automation tools for businesses. The Scaled Customer Success Manager will manage a shared portfolio of small and midsize business customers, driving retention, renewals, expansion, product adoption, and measurable customer outcomes through data-driven engagement, training, and cross-functional collaboration.
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
Skills
- 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
- Applicants must have authorization to work in the United States without requiring visa sponsorship now or in the future
- 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
Benefits
- Remote-first work arrangement
- Sales incentive and equity plans
- Medical, dental, vision, life and disability insurance
- 401(k) retirement plan
- Flexible spending and health savings accounts
- Paid holidays
- Paid time off
- 100% paid employee health, dental, and vision plans (choose HMO, PPO, or HDHP)
- HSA & FSA accounts
- Life Insurance, Long & Short-term disability coverage
- Employee Assistance Program (EAP)
- 11+ Observed holidays and wellness days and flexible time off
- Employee Stock Purchase Program with employee discounts
- Wellness & Fitness initiatives
- Employee recognition and referral programs
Company Overview