Scaled CS Leader: Retention & Growth

BILLcom; United States; Remote; USD 157,000 - 188,000; Full time

Benefits offered by this job

Health, dental, vision plans

HSA & FSA accounts

401(k) retirement plan

Paid holidays & PTO

Employee Stock Purchase Program

Wellness & Fitness initiatives

Recognition & referral programs

Job summary

BILL is a remote-first fintech company with offices in the San Francisco Bay Area and Draper, UT, delivering high-impact customer success at scale. The Scaled Customer Success Manager will own team performance, drive proactive coverage, and coordinate cross-functionally to improve retention and net revenue expansion.

You will lead onboarding for five new Scaled CSMs, manage escalations, and oversee key initiatives with sales, product, and finance, while contributing to a fast-paced growing

Qualifications

• Experience managing a high-volume customer success or account management team in B2B SaaS or fintech.
• Track record of holding a team to proactive motion coverage, not just reacting to what comes in.
• Ability to build structure and process in ambiguous, fast-moving environments.
• Strong coaching instincts, you develop reps, not just manage them.
• Ability to absorb a high volume of internal escalations without letting them consume the team's capacity.
• Experience with CRM and CS tooling; Gainsight a plus.

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

Skills

CS Leadership

B2B SaaS/Fintech Experience

Proactive Motion Coverage

Coaching

Escalation Management

CRM & CS Tools (Gainsight)

Tools

Gainsight

CRM Systems

Job description

BILL is a remote-first fintech company with offices in the San Francisco Bay Area and Draper, UT, delivering high-impact customer success at scale. The Scaled Customer Success Manager will own team performance, drive proactive coverage, and coordinate cross-functionally to improve retention and net revenue expansion.

You will lead onboarding for five new Scaled CSMs, manage escalations, and oversee key initiatives with sales, product, and finance, while contributing to a fast-paced growing