Growth Customer Success Manager
About The Position
Join BILL as a Growth Customer Success Manager and help our growing SMB customers realize the full value of our financial automation platform across AP, AR, and spend and expense management. You'll own a book of growth-potential accounts with moderate complexity, driving product adoption, expansion, and subscription renewals against a monthly quota. You'll manage multiple contacts per account, including controllers and accounting leads, independently prioritizing your time and executing without needing manager direction on daily priorities. You'll proactively monitor customer health, conduct executive business reviews tailored to each customer's goals, and actively uncover expansion opportunities through consistent discovery and pipeline building. You'll also serve as an informal resource for Scaled CSM teammates, sharing playbook knowledge and offering perspective on customer situations. If you're a proactive, account-ownership-minded CSM who thrives on building strong customer relationships, preventing churn before it surfaces, and growing revenue within an existing book of business, this role is for you.
Requirements
- 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.
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
Benefits
- medical, dental, vision, life and disability insurance
- 401(k) retirement plan
- flexible spending & health savings account
- paid holidays
- paid time off
- 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
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
