Scaled Retention Customer Success Manager

United States Digital Space LLC; 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

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.

Working here means you become part of a vision-driven team that’s ready to tackle challenges and build cutting-edge solutions. We value purpose, drive, and curiosity—and we thrive in a fast-paced, ever-changing environment. We're remote-first, with office spaces in San Jose, CA and Draper, UT — and opportunities to connect in person when it counts. BILLders collaborate to deliver real impact for businesses that need more time in their busy weeks.

BILL builds high performing teams and we seek to hire the best talent for every role. We're committed to building a workplace that fosters inclusion and diverse perspectives, valuing each person’s unique skills and experiences. We’d love to hear from you—you might be just what we’re looking for, whether in this role or another.

Let’s give businesses more time for what matters.

Make your impact within a rapidly growing Fintech Company

The Scaled Customer Success team at BILL is the commercial and retention engine for thousands of small business customers. The Manager of our Scaled Customer Success team, owns the performance, development, and outcomes of a high-volume CSM team and is the connective tissue between individual rep activity and the three desired outcomes of Customer Success: world-class customer experience, retention, and net revenue expansion. This is a rebuilding role on a team that is adding headcount, absorbing a strategic project with material financial stakes, and moving from reactive to proactive. The manager coming in owns the ramp, the motion, and the results.

• 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

We’d love to chat if you have:

• Experience managing a high-volume customer success or account management team, ideally in B2B SaaS or fintech

• A track record of holding a team to proactive motion coverage, not just reacting to what comes in

• Comfort building structure and process in ambiguous, fast-moving environments

• Strong coaching instincts, you develop reps, not just manage them

• The 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

*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

$157,300—$188,800 USD

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

$141,600—$169,900 USD

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

$133,800—$160,500 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.

Here is a preview of some of the amazing benefits here at BILL:

• 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.