Manager, Customer Success

billergenie; Orlando (FL); On-site; USD 80,000 - 110,000; Full time

Job summary

Biller Genie is looking for a Manager of Customer Success to lead its Customer Success team. In this role, you will champion customer relationships, ensuring maximum value for subscribers, while developing a strong team culture.

Your responsibilities will include monitoring retention metrics, managing upsell opportunities, and serving as the voice of the customer within the organization. This is an exciting chance to make an impact in a growing fintech company.

Qualifications

• 4+ years of experience in Customer Success or related field.
• 1-2 years in a management role.
• Proven track record in SaaS retention and expansion.

Responsibilities

• Lead and develop Customer Success team.
• Monitor retention metrics and strategies.
• Drive upsell and customer engagement initiatives.

Skills

Customer Success

Account Management

Analytical mindset

Communication skills

CS platforms (e.g., Gainsight)

Tools

CRM tools

Job description

Manager, Customer Success

Biller Genie is looking for a driven and empathetic Manager, Customer Success to lead our Customer Success team and own the full post‑sale customer lifecycle. In this role, you’ll be the champion for our existing subscriber base — ensuring customers are getting maximum value from Biller Genie, identifying opportunities for growth, and building the kind of relationships that turn customers into long‑term partners. You’ll lead, coach, and develop a team of Customer Success professionals while working cross‑functionally to deliver an exceptional customer experience.

What You’ll Do

Team Leadership & Development

• Manage, mentor, and develop a team of Customer Success Managers/Associates, fostering a high‑performance and customer‑first culture
• Set clear performance expectations, conduct regular 1:1s, and support professional growth across the team
• Build scalable processes, playbooks, and best practices that drive consistency and efficiency

Retention

• Own gross and net revenue retention metrics across the subscriber base
• Proactively identify at‑risk accounts and work with your team to develop and execute save strategies
• Monitor customer health scores, usage data, and engagement signals to get ahead of churn
• Partner with Product and Support to resolve systemic issues impacting customer satisfaction

Expansion

• Drive upsell and cross‑sell opportunities by identifying subscriber needs that align with additional Biller Genie capabilities
• Collaborate with Sales on expansion plays and warm handoffs for growth opportunities
• Develop and execute strategies to increase product adoption and deepen customer engagement

Voice of the Customer

• Serve as a key advocate for the customer internally, sharing feedback, trends, and insights with Product, Marketing, and Leadership
• Track and report on key success metrics including NPS, CSAT, churn rate, expansion revenue, and team performance

What You Bring

• 4+ years of experience in Customer Success, Account Management, or a related field, with at least 1–2 years in a people management role
• Proven track record of hitting retention and expansion targets in a SaaS environment
• Strong analytical mindset — comfortable working with data to identify trends and drive decisions
• Excellent communication and relationship‑building skills, with the ability to engage customers at all levels
• Experience with CS platforms (e.g., Gainsight, ChurnZero, Totango) and CRM tools
• A collaborative, low‑ego leadership style with a genuine passion for customer outcomes

Bonus Points

• Background in fintech, payments, or accounts receivable automation
• Experience building or scaling a Customer Success team from the ground up

Why Biller Genie

At Biller Genie, we’re on a mission to help businesses get paid faster through intelligent AR automation. You’ll join a growing team, have real ownership over a critical part of the business, and work alongside people who care deeply about our customers and each other.