Manager of Customer Success at BILL

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 By replacing outdated financial processes with innovative tools, we help businesses—from startups to established brands—make smarter decisions and gain control of their operations.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. Whether in one of our offices in San Jose, CA, Draper, UT, or in a remote-eligible role, 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 BILL is a leading financial operations platform for small and midsize businesses. As part of the FY27 One BILL strategy, Post-Sales is unifying the accounts payable/receivable (AP) and Spend & Expense (Divvy) organizations into a single team with one customer journey and one North Star: BILL Net Revenue. The Customer Success Manager leads a team of Customer Success representatives responsible for retaining customers and expanding net revenue across this unified customer base. Everything this team does connects back to three Desired Outcomes of Customer Success: Customer Success: Create a world-class customer experience by anticipating customer needs and ensuring their desired outcomes are met and exceeded. Retention: Retain every customer and all revenue. No surprise churn. Upsell and Cross-Sell: Drive net-new revenue through expansion and cross-sell across the BILL platform. In this role you will: Lead and develop a team of Customer Success representatives accountable for retention and revenue expansion across an assigned customer segment. Set clear objectives and priorities, and build coaching plans that align daily and weekly activity to our Desired Outcomes. Build a winning team and winning culture by holding reps accountable to clear expectations, delivering regular reporting and forecasting to the business, and fostering a fun, results-driven, improvement-oriented environment through coaching and career development. Own the Customer Success performance ecosystem for your team: run weekly audits and call reviews, monthly RPA (Results, Pipeline & Activity) reviews, quarterly 9-Box talent assessments, and bi-annual performance reviews, so every rep always knows where they stand. Own retention outcomes. Ensure no surprise churn, that at-risk customers are surfaced early, that CTAs are actioned within 30 days, and that all contracts are renewed by expiration. Drive net revenue expansion. Hold your team to coverage and upsell targets and to a consistent cross-sell motion. Ensure full segment coverage by holding reps to customer engagement expectations appropriate for the segment, including proactive outreach cadences, QBRs, and health check touchpoints. Hire and develop great talent that raises the bar for the team, onboard new reps effectively, and manage performance issues directly and fairly when expectations are not consistently met. Partner cross-functionally with Sales, Onboarding, Customer Solutions, Product, Risk, and Finance to resolve escalations, break down silos, and represent an accurate, credible voice of the customer. We'd love to chat if you have: Proven people-leadership experience in Customer Success, Account Management, or a related post-sales function, including direct management of individual contributors. A track record of accountability for team performance and results, including communicating priorities, driving change, and maintaining a structured performance cadence. Demonstrated results in retention and net revenue expansion , and comfort running a structured forecasting and pipeline review cadence. Strong coaching ability. You develop reps by identifying skill gaps, delivering actionable feedback, and building development plans that grow both performance and career trajectory. Experience hiring and building high-performing teams , including recruiting strong individual contributors and partnering with Talent Acquisition on strategic hiring. Effective cross-functional collaboration. You build trusted relationships with peers and partners across functions and represent your customers and team with credibility. Sound judgment in ambiguity. You make timely, data-driven decisions, adapt to changing circumstances, and lead your team through change with clarity and composure. Business acumen with finance and accounting workflows is a plus, given BILL serves finance and accounting leaders. 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 interviewaccommodations@hq.bill.com . 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.

Requirements

Must-haves

Innovate with purpose
Let’s give businesses more time for what matters. Make your impact within a rapidly growing Fintech Company
Everything this team does connects back to three Desired Outcomes of Customer Success:
Customer Success: Create a world-class customer experience by anticipating customer needs and ensuring their desired outcomes are met and exceeded.
Retention: Retain every customer and all revenue. No surprise churn.
Upsell and Cross-Sell: Drive net-new revenue through expansion and cross-sell across the BILL platform.
Own retention outcomes. Ensure no surprise churn, that at-risk customers are surfaced early, that CTAs are actioned within 30 days, and that all contracts are renewed by expiration.
Drive net revenue expansion. Hold your team to coverage and upsell targets and to a consistent cross-sell motion.
Ensure full segment coverage by holding reps to customer engagement expectations appropriate for the segment, including proactive outreach cadences, QBRs, and health check touchpoints.
Hire and develop great talent that raises the bar for the team, onboard new reps effectively, and manage performance issues directly and fairly when expectations are not consistently met.
Partner cross-functionally with Sales, Onboarding, Customer Solutions, Product, Risk, and Finance to resolve escalations, break down silos, and represent an accurate, credible voice of the customer.
Proven people-leadership experience in Customer Success, Account Management, or a related post-sales function, including direct management of individual contributors.
A track record of accountability for team performance and results, including communicating priorities, driving change, and maintaining a structured performance cadence.
Demonstrated results in retention and net revenue expansion , and comfort running a structured forecasting and pipeline review cadence.
Strong coaching ability. You develop reps by identifying skill gaps, delivering actionable feedback, and building development plans that grow both performance and career trajectory.
Experience hiring and building high-performing teams , including recruiting strong individual contributors and partnering with Talent Acquisition on strategic hiring.
Effective cross-functional collaboration. You build trusted relationships with peers and partners across functions and represent your customers and team with credibility.
Sound judgment in ambiguity. You make timely, data-driven decisions, adapt to changing circumstances, and lead your team through change with clarity and composure.
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
11+ Observed holidays and wellness days and flexible time off

Nice-to-haves

Business acumen with finance and accounting workflows is a plus, given BILL serves finance and accounting leaders.

Application prep

Use the role’s language and application details while tailoring your materials.

Keywords to mirror

Platform: greenhouse
Effort: quick

Benefits

Benefits detected in the listing.

Dental

Vision

401(K)

Paid Time Off

Wellness