Customer Success Manager

BillingPlatform; Denver (CO); Remote; USD 100,000 - 120,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision coverage

LTD

HSA

FSA

Mental health counseling

Wellness perks

Home office setup allowance

Job summary

BillingPlatform is seeking a seasoned Customer Success professional to own a portfolio of enterprise SaaS customers, driving retention, renewals, and expansion while leading executive reviews.

You will build strategic plans, collaborate with Sales, Pro Services, and Product, and ensure accurate renewal forecasts while traveling up to 20% as needed. This role offers competitive compensation and comprehensive benefits.

Qualifications

• 4+ years of customer-facing experience in B2B SaaS.
• Direct renewal accountability in Customer Success or Account Management.
• Proven track record in retention, renewal, and expansion.
• Strong commercial acumen in SaaS contracts, pricing and negotiation.
• Experience engaging executive stakeholders and managing enterprise relationships.
• Understanding of order-to-cash processes and engagement with CFOs.
• Experience delivering executive business reviews with measurable outcomes.
• Proficient in Salesforce and CS platforms like ChurnZero or Gainsight.

Responsibilities

• Own a portfolio of enterprise SaaS customers, including health, retention, renewal strategy and outcomes.
• Build strategic relationships with senior stakeholders (CFOs, Controllers, Revenue Ops).
• Develop and execute customer success plans aligned with measurable objectives.
• Lead executive business reviews demonstrating customer value and outcomes.
• Drive GRR and NRR across the assigned portfolio.
• Identify renewal risks, craft recovery strategies, and maintain renewal forecasts.
• Drive adoption of purchased capabilities and optimize BillingPlatform value.
• Identify expansion opportunities and collaborate with Sales on growth.
• Lead renewal planning and support pricing and contract discussions.
• Collaborate with PS, Support, Product, Engineering to resolve escalations.
• Maintain accurate customer health data, account plans, and renewal forecasts in Salesforce/ChurnZero.

Job description

BillingPlatform

BillingPlatform is an industry-leading, fast-growing SaaS company. Our award-winning, cloud-based revenue lifecycle management platform is leveraged by leading global enterprises to automate and streamline the entire quote-to-cash process.

Backed by leading private equity firms FTV Capital and Columbia Capital, we have achieved remarkable industry recognition for growth, including being listed for the fifth consecutive year on Deloitte’s Technology Fast 500™ list of fastest-growing technology companies and ranked on the Inc. 5000 list for five years running.

Our ability to innovate market-leading solutions has been validated by major industry analyst firms, including being named a Leader in the Gartner® Magic Quadrant™ for Recurring Billing Applications and in Forrester Research’s The Forrester Wave™: SaaS Recurring Billing Solutions. To learn more about us, visit billingplatform.com.

Key Responsibilities

• Own a portfolio of enterprise SaaS customers, including account health, retention, renewal strategy, and renewal outcomes.
• Build strategic relationships with senior stakeholders, including CFOs, Controllers, and Revenue Operations leaders.
• Develop and execute customer success plans aligned with measurable business objectives.
• Lead executive business reviews demonstrating customer value, operational improvements, and business outcomes.
• Drive gross revenue retention (GRR) and net revenue retention (NRR) across the assigned portfolio.
• Proactively identify retention risks, develop recovery strategies, and maintain accurate renewal forecasts.
• Drive adoption of purchased capabilities and help customers maximize the value of their BillingPlatform investment.
• Identify and qualify expansion opportunities, partnering with Sales on account growth strategies.
• Lead renewal planning and support commercial negotiations, including pricing and contract discussions.
• Collaborate with Professional Services, Support, Product, and Engineering to resolve escalations and protect customer relationships.
• Maintain accurate customer health data, account plans, and renewal forecasts in Salesforce and ChurnZero.

Qualifications

• 4+ years of customer-facing experience in B2B SaaS, including at least 2 years in Customer Success or Account Management with direct renewal accountability.
• Proven track record of achieving retention, renewal, and expansion targets across an assigned customer portfolio.
• Strong commercial acumen, including SaaS contracts, renewal processes, pricing, and negotiation.
• Experience managing complex enterprise relationships and engaging executive stakeholders.
• Financial fluency and an understanding of order-to-cash processes, with the ability to engage CFOs, Controllers, and Revenue Operations leaders.
• Experience developing strategic success plans and delivering executive business reviews focused on measurable outcomes.
• Strong communication, negotiation, problem-solving, and stakeholder management skills.
• Experience with Salesforce and customer success platforms such as ChurnZero, Gainsight, or similar solutions.
• Bachelor's degree or equivalent practical experience.
• Experience with billing, revenue management, ERP, CPQ, or financial systems such as Zuora, NetSuite, SAP, or Salesforce Revenue Cloud is preferred.
• Knowledge of subscription and usage-based billing, revenue recognition, or complex financial workflows is a plus.
• Willingness to travel up to 20%.
• Competitive compensation with a comprehensive benefits package, including medical, dental, vision, LTD, HSA, FSA, free virtual mental health counseling, and wellness perks.
• Medical insurance coverage effective on the first day of employment.
• 401(k) match that is 100% immediately vested.
• Discretionary and charitable time off program.
• Home office setup allowance for fully remote employees.

The base salary range for this position is $100,000–$120,000 per year, plus bonus, depending on job-related knowledge, skills, experience, and market location. Salary information is provided in accordance with U.S. pay transparency laws.

BillingPlatform is an equal opportunity employer and does not discriminate based on any characteristic protected by applicable federal, state, or local law.