Scaled Customer Success Manager

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 By replacing outdated financial processes with innovative tools, we help businesses—from startups to established brands—make smarter decisions and gain control of their operations.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 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 managemen ... (truncated, view full listing at source)