Growth Customer Success Manager

Summary

BILL is a fintech company that provides financial automation tools for businesses. The Growth Customer Success Manager will manage a portfolio of SMB accounts, driving product adoption, expansion, renewals, customer health, and revenue growth across BILL’s AP, AR, and spend and expense management products.

Responsibilities

• Drive product adoption, expansion/upsell, and subscription renewals of the BILL platform to meet or exceed a monthly quota
• Proactively monitor customer health, product utilization, and spend trends to catch early signs of churn, address issues before they escalate, and identify expansion opportunities
• Independently prepare and deliver executive business reviews tailored to each customer's goals and health metrics, owning the narrative from start to finish
• Drive comprehensive adoption across the full AP, AR, and S&E product suite, providing in-depth demonstrations, user training, and best practice guidance to help customers achieve their desired outcomes
• Actively uncover and drive cross-sell, subscription upsell, and transaction revenue growth opportunities through consistent discovery and pipeline building

Skills

• 3+ years in customer-facing, revenue-owning SaaS roles (such as Customer Success Manager or Account Manager), with a track record of meeting or exceeding quota
• Experience managing and retaining SMB or growth-segment accounts, including responsibility for renewals and identifying expansion opportunities
• Demonstrated ability to independently prioritize a book of business, knowing which accounts need high-touch vs. low-touch and to manage accounts where the decision maker and day-to-day user are different contacts
• Proven track record of proactively monitoring customer health and addressing churn risks before they become formal issues
• Strong communication and presentation skills, with the ability to present effectively to controllers and accounting/finance leaders and to explain complex product concepts in clear, business-friendly language

Qualifications

Must Haves

• 3+ years in customer-facing, revenue-owning SaaS roles (such as Customer Success Manager or Account Manager), with a track record of meeting or exceeding quota
• Experience managing and retaining SMB or growth-segment accounts, including responsibility for renewals and identifying expansion opportunities
• Demonstrated ability to independently prioritize a book of business, knowing which accounts need high-touch vs. low-touch and to manage accounts where the decision maker and day-to-day user are different contacts
• Proven track record of proactively monitoring customer health and addressing churn risks before they become formal issues
• Strong communication and presentation skills, with the ability to present effectively to controllers and accounting/finance leaders and to explain complex product concepts in clear, business-friendly language

Benefits

• Eligibility to participate in BILL’s sales incentive plans
• Eligibility to participate in BILL’s equity plans
• Medical, dental, and vision insurance
• 100% paid employee health, dental, and vision plans (choose HMO, PPO, or HDHP)
• 401(k) retirement plan
• 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