Scaled Retention Customer Success Manager
About The Position
The Scaled Customer Success team at BILL is the commercial and retention engine for thousands of small business customers. The Manager of our Scaled Customer Success team, owns the performance, development, and outcomes of a high-volume CSM team and is the connective tissue between individual rep activity and the three desired outcomes of Customer Success: world-class customer experience, retention, and net revenue expansion. This is a rebuilding role on a team that is adding headcount, absorbing a strategic project with material financial stakes, and moving from reactive to proactive. The manager coming in owns the ramp, the motion, and the results.
Requirements
- Experience managing a high-volume customer success or account management team, ideally in B2B SaaS or fintech
- A track record of holding a team to proactive motion coverage, not just reacting to what comes in
- Comfort building structure and process in ambiguous, fast-moving environments
- Strong coaching instincts, you develop reps, not just manage them
- The ability to absorb a high volume of internal escalations without letting them consume the team's capacity
- Experience with CRM and CS tooling; Gainsight a plus
Responsibilities
- Own team performance: weekly Gong call reviews, monthly RPA reviews, quarterly 9-Box assessments, and bi-annual Workday performance cycles for a team of up to eleven Scaled CSMs
- Hold the team to motion coverage: attrition model CTAs, contract renewals, Rewards agreement management, wallet share and expansion outreach, IPFX customer outcomes, and new customer onboarding across thousands of scaled accounts
- Own escalation management: handle inbound escalations from sales, support, and customers routed through Slack and email — triaging, routing, and resolving so reps stay focused on proactive work
- Oversee special project execution: own day-to-day management strategic initiatives including pacing, quality oversight, and cross-functional coordination
- Drive new hire ramp: onboard and develop five incoming Scaled CSMs, accelerating time-to-productivity and establishing a consistent operating cadence from day one
- Own weekly pipeline reporting and churn risk escalations to senior leadership
- Partner cross-functionally with Managed CS managers, CX/support leadership, sales, product, and finance
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
Manager
Education Level
No Education Listed
