Sr. Strategic Customer Success Manager
About The Position
Join BILL as a Senior Strategic Customer Success Manager and help our largest, most complex customers realize the full value of our financial automation platform across AP, AR, and spend and expense management. You’ll own a strategic book of 80–110 mid‑market and larger SMB accounts, driving product adoption, expansion, and subscription renewals against a monthly quota. Partnering closely with Sales, Product, and Operations, you’ll lead executive business reviews with controllers and CFOs, using data to turn usage insights into measurable business outcomes and long‑term partnerships. If you thrive in a revenue‑owning customer success role where you can influence product, shape strategy, and modernize customers’ finance operations, this role is for you.
Requirements
- 5+ years in customer‑facing, revenue‑owning SaaS roles (such as Customer Success Manager or Account Manager), with a consistent track record of hitting or exceeding quota.
- Proven success managing, growing, and retaining mid-market accounts, including responsibility for renewals and expansion.
- Ability to explain complex technical or product concepts in clear, business‑friendly language to customers, and to translate customer needs back to internal stakeholders.
- Experience leading cross‑functional initiatives to deliver customer outcomes and navigate complex projects.
- Exceptional communication and presentation skills, with demonstrated ability to influence effectively at all levels, including executive and C‑level audiences.
- Proficiency with Salesforce and strong time‑management and prioritization skills in a metrics‑driven environment.
- Experience or strong interest in finance/accounting, AP/AR, or expense management workflows.
- Working knowledge of financial reports and common accounting systems (for example, QuickBooks or NetSuite).
- Experience using customer success tools such as Gainsight to log interactions, manage CTAs, and track customer health.
Responsibilities
- Drive continual product adoption, expansion sales, and subscription renewals of the BILL platform to meet or exceed a monthly quota.
- Manage and retain relationships in a mid-market book of 80–110 accounts, serving as the primary point of contact for controllers and CFOs.
- Monitor customer health, product utilization, and trends in customer spend, using data to drive proactive outreach, prevent churn, and uncover expansion opportunities.
- Conduct virtual and on‑site executive business reviews focused on product configuration, best practices, and value realization for finance leaders at mid‑market and larger SMB companies.
- Deliver engaging training webinars and enablement sessions for end users of the BILL platform.
- Develop and maintain an in‑depth knowledge of BILL’s products and services, including new offerings as they launch.
- Build a strong understanding of Accounts Payable, Accounts Receivable, and Spend and Expense processes and accounting practices to advise customers on optimized workflows.
- Collaborate closely with Sales, Product, Operations, and other internal partners to resolve complex customer issues and deliver outcomes that support renewal and expansion.
Benefits
- medical, dental, vision, life and disability insurance
- 401(k) retirement plan
- flexible spending & health savings account
- paid holidays
- paid time off
- Employee Stock Purchase Program with employee discounts
- Wellness & Fitness initiatives
- Employee recognition and referral programs
- 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
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
