Scaled Customer Success Manager

BILL; California (MO); Remote; USD 75,000 - 106,000; Full time

Benefits offered by this job

Health, dental and vision insurance (0

HSA and FSA accounts

Life insurance and disability coverage

Employee Assistance Program (EAP)

11+ holidays and wellness days

Employee stock purchase program

Job summary

BILL is seeking a Scaled Customer Success Manager to grow a shared SMB book, drive renewals, and expand revenue through thoughtful, data-driven engagement. You will work within our Post-Sales organization to ensure health, adoption, and value realization at scale for small and mid-sized businesses.

You will guide customers with executive conversations and enablement activities, collaborating with Sales, Support, Product, and Operations to deliver a seamless experience and measurable outcomes.

Qualifications

• Experience in customer-facing, revenue-tied roles such as customer success, account management, inside sales, banking, or finance.
• Proven track record of meeting performance targets and quotas in high-volume, fast-paced environments.
• Ability to diagnose issues, spot trends, and make data-driven recommendations that balance customer and business needs.
• Familiarity with financial reports and accounting concepts.
• Experience with SaaS platforms and customer success tools preferred.

Responsibilities

• Own and manage a shared SMB book, using data to drive outcomes and retention.
• Drive revenue through renewals and identified upsell opportunities.
• Lead trainings and webinars to enable customers on best practices and product usage.
• Monitor health metrics and platform usage to prioritize outreach and mitigate risk.
• Engage with finance stakeholders to align on goals and BILL solutions.
• Document next steps and CTAs to enable the broader team to support accounts.
• Develop product expertise to act as a consultative partner across BILL’s solutions.
• Collaborate cross-functionally to resolve issues and ensure a consistent customer experience.

Skills

Customer success

Data analysis

Cross-functional collaboration

Relationship building

Quota attainment

Tools

Gainsight

Salesforce

Job description

Innovate with purpose

At BILL, we believe in empowering the businesses that drive our economy. By replacing outdated financial processes with innovative tools, we help businesses—from startups to established brands- make smarter decisions and gain control of their operations. And we don't stop there: we're creating the future of financial automation so businesses can spend more time on what matters.

Make Your Impact Within a Rapidly Growing Fintech Company

Join BILL as a Scaled Customer Success Manager and help small and mid-size businesses modernize how they manage payables, receivables, and spend & expense. In this high-ownership, quota-carrying role, you'll help manage a shared book of business and be accountable for retention, expansion, and renewals. You'll guide customers to measurable outcomes through data-driven success plans, executive conversations, and best-practice enablement that deepens adoption across our platform. You'll sit within our Post-Sales organization and focus on proactive engagement, customer health, and product adoption at scale. The team monitors health metrics, runs training webinars, uses data to anticipate customer needs, and partners with Sales, Support, Product, and Operations to deliver a seamless customer experience. If you love blending customer success, cross-sales, data-driven decision making and you're energized by helping small businesses succeed, this role is for you!

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.

We'd Love To Chat If You Have

• 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.

Nice To Have

• 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

Visa Sponsorship: Please note that this position is not eligible for visa sponsorship. Applicants must have authorization to work in the United States without requiring visa sponsorship now or in the future.

This role is eligible to participate in BILL's sales incentive and equity plans. Our ranges for each role and job level are based on a variety of factors including candidate experience, expertise, and geographic location and may vary from the amounts listed above. The role is also eligible for a competitive benefits package that includes: medical, dental, vision, life and disability insurance, 401(k) retirement plan, flexible spending & health savings account, paid holidays, paid time off, and other company benefits.

The On Target Earnings (OTE) range noted below are remote based roles in the specific geographic zone

Zone 1: San Francisco Bay Area CA (includes HQ), New York City, Seattle, Los Angeles County

$88,000-$105,600 USD

Zone 2: CA (Non San Francisco Bay Area and Los Angeles County), Austin TX, Massachusetts

$79,200-$95,000 USD

Zone 3: Utah (includes Utah office), Dallas TX, Houston TX, Florida, North Carolina, Illinois, Colorado, Arizona, Georgia, Oregon, Pennsylvania

$74,800-$89,800 USD

What's in it for you?

Redefining how businesses automate their work is a fast-paced, exciting, and fun environment. But we also have benefits and perks to ensure the magic isn't only experienced by our customers, but by our employees as well.

• 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
• And much more

Don't believe us? Check out our culture, benefits, and teams on our career site, LinkedIn Life, or YouTube pages.

BILL is an Equal Opportunity Employer. We believe our best ideas come from the unique stories, perspectives, and experiences of our team members. We welcome people of all backgrounds, abilities, and identities to bring their authentic selves and contribute to our culture.

We are committed to a transparent, inclusive hiring process that reflects our values. If you need accommodations at any stage, please contact [e-mail]. To ensure a fair evaluation, our Candidate Integrity Policy prohibits the use of unapproved external assistance, including generative AI, during live interviews or assessments. Doing so will result in a review and potential disqualification.

Our Applicant Privacy Notice describes how BILL treats the personal information it receives from applicants.