Senior Scaled Customer Success Manager

Bill International Co.,Ltd.•Draper, UT

About The Position

The S&E Customer Success department is a high-velocity revenue engine at BILL. As a Senior Scaled CSM, you join a high-performing team managing a pooled portfolio of accounts. You will serve along with your peers as a team of business advisors for your customers, identifying strategic growth opportunities and ensuring every customer extracts maximum value from the BILL platform to drive long-term retention and revenue.

Requirements

Inwardly Competitive, Outwardly Supportive: You have a "go-getter" mentality with a track record of exceeding personal targets while remaining equally fueled by collective wins. You share a high-stakes accountability with your peers and naturally step in to help the team alleviate pressure and grow.
Operationally Excellent: You have a proven system for managing numerous data points and interactions at scale. You are meticulous about documentation, ensuring institutional knowledge is preserved and that customer tasks never fall through the cracks.
Consultative and Customer-Centric: You are excellent in navigating high-stakes conversations and performing deep discovery. You have the ability to switch between proactive churn mitigation and expansion outreach with ease, always prioritizing the customer's business outcomes.
Well Versed in Finance or Accounting: You have a professional background in Accounting or Finance (or equivalent experience) that allows you to speak the language of our customers and consult strategically on their goals and workflows.

Responsibilities

Strategic Business Consultation: Lead high-impact interactions—such as Business Reviews and Kick-offs—using deep discovery to map specific business challenges and pain to BILL's suite of tools. You will empathetically explore and work to alleviate customer friction and pain while helping them reach their business goals.
Proactive Portfolio Management: Partner with a high-performing team to ensure the success of a shared book of business. You will ensure customers adopt our product in harmony with their desired outcomes, while proactively uncovering expansion opportunities and identifying controllable churn risks.
Operational Precision & Integrity: Meet interaction targets and maintain strict response SLAs to ensure no customer is neglected. We hold ourselves to a high standard of documentation. It is our responsibility to ensure every customer's story is preserved across the team so that once a need is shared with us, that knowledge is captured and accessible to every member of the team.
Collaborative Growth & Strategic Redirection: Partner across Post-Sales, Support, Risk, and Product teams to drive growth while skillfully redirecting support-related items to focus on proactive advisory work. You will use structured frameworks (e.g., SCQA) to communicate with precision, clearly articulating context and recommendations to both customers and internal stakeholders.