Mid Market Customer Success Manager

BILL

5d • $128,700 - $181,700 • Remote

About The Position

BILL is a financial operations platform for small and midsize businesses. As part of its FY27 One BILL strategy, Post-Sales is unifying its accounts payable/receivable (AP) and Spend & Expense organizations into a single team and customer journey, focused on BILL Net Revenue. The Mid-Market Customer Success Manager owns a portfolio of complex mid-market accounts and serves as a trusted advisor, applying technical depth, multi-stakeholder relationship skills, and independent judgment to drive retention and expansion.

The role involves understanding each customer's workflows, goals, and risk profile; aligning BILL's AP/AR and Spend & Expense capabilities to measurable business outcomes; proactively managing churn risk; and advancing customer relationships. The CSM leads Executive Business Reviews, develops customized expansion opportunities, provides product and integration consultation, adheres rigorously to team processes and SLAs, and independently resolves complex customer issues, collaborating across functions when needed.

Requirements

• 5–8 years in customer-facing SaaS roles.
• Demonstrated ability to manage complex mid-market accounts with minimal manager oversight and deliver both retention and expansion.
• Experience managing multi-stakeholder relationships, navigating competing priorities, and leading outcome-focused Executive Business Reviews.
• Experience independently identifying and executing IPFX Cross Sell, subscription upsell, and transaction revenue growth opportunities.
• In-depth product and integration knowledge, including aligning platform capabilities to customer goals, troubleshooting integrations, and advising on adoption strategies.
• Strong process discipline, including working within established ROE frameworks, producing high-quality notes, adhering to SLAs, and identifying process improvements.
• Proficiency with Salesforce and Gainsight.
• Organizational skills to manage a mid-market book of business across a high volume of customer touchpoints and CTA workflows.

Responsibilities

• Own a portfolio of mid-market accounts and advise customers on aligning BILL's AP/AR and Spend & Expense capabilities with their workflows, goals, risk profiles, and measurable business outcomes.
• Anticipate and address churn risks, maintain relationships with multiple stakeholders, develop personalized success plans, and execute retention strategies independently.
• Lead multi-stakeholder Executive Business Reviews that connect product adoption data to measurable outcomes and advance customer relationships.
• Identify, develop, and execute customized upsell plans tied to customer outcomes, including IPFX Cross Sell, subscription upsell, and transaction revenue growth opportunities.
• Provide tailored product consultations, troubleshoot integrations, and increase customer efficiency through targeted adoption.
• Set a high standard for process execution through meticulous note-taking, use of the P.L.A.N. framework, and consistent SLA adherence and responsiveness.
• Resolve complex customer issues independently, collaborate cross-functionally when necessary, and escalate only when appropriate with a recommended course of action.

Benefits

• Medical, dental, and vision insurance, with BILL covering the majority of premiums for employees and dependents.
• Life insurance and long- and short-term disability coverage.
• Health savings and flexible spending accounts.
• Mental wellbeing support and an Employee Assistance Program.
• 10 company holidays, 2 floating holidays, and flexible time off.
• Employee Stock Purchase Program with employee discounts.
• Employee recognition and referral programs.
• Paid time off and other company benefits.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed