Remote-First Strategic Mid‑Market CSM

Invoice2go; Northern (KY); Hybrid; USD 151,000 - 182,000; Full time

Benefits offered by this job

Health benefits and 401(k) program

Stock options

Paid holidays and generous PTO

Equity opportunities

Wellness initiatives

Employee recognition

Job summary

BILL is hiring a Mid‑Market Customer Success Manager to own a portfolio of mid‑market accounts, serving as a trusted advisor with deep knowledge of each customer’s workflow, goals, and risk profile. You will align BILL's product capabilities to measurable business outcomes across AP/AR and S&E.

You’ll lead Executive Business Reviews with multiple stakeholders, drive personalized retention plans, and pursue upsell opportunities such as IPFX Cross Sell and subscription upsell, leveraging

Qualifications

• 5–8 years in customer-facing SaaS roles
• Experience managing mid-market accounts with minimal supervision
• Proven expansion motion ownership (IPFX Cross Sell, subscription upsell, revenue growth)
• In-depth product and integration knowledge, troubleshoot integrations
• Strong process discipline within ROE framework
• Proficiency with Salesforce and Gainsight

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
• Address churn risks early, maintain relationships across multiple stakeholders, and execute retention plans
• Lead multi-stakeholder Executive Business Reviews connecting adoption data to business outcomes
• Identify, develop, and execute customized upsell plans tied to customer outcomes and long-term goals
• Provide tailored product consultations aligning BILL's AP/AR and S&E capabilities to customer goals
• Set the standard for team process execution, including meticulous note-taking and meeting SLAs
• Resolve complex customer issues independently with cross-functional collaboration when needed

Skills

Customer-facing SaaS

Multi-stakeholder mgmt

Expansion sales

Product integration knowledge

Process discipline

Salesforce

Gainsight

Tools

Salesforce

Gainsight

Job description

BILL is hiring a Mid‑Market Customer Success Manager to own a portfolio of mid‑market accounts, serving as a trusted advisor with deep knowledge of each customer’s workflow, goals, and risk profile. You will align BILL's product capabilities to measurable business outcomes across AP/AR and S&E.

You’ll lead Executive Business Reviews with multiple stakeholders, drive personalized retention plans, and pursue upsell opportunities such as IPFX Cross Sell and subscription upsell, leveraging