Manager, Customer Success

Innovate with purpose

At BILL, we believe in empowering the businesses that drive our economy. By replacing outdated financial processes with innovative tools, we help businesses—from startups to established brands—make smarter decisions and gain control of their operations. And we don’t stop there: we’re creating the future of financial automation so businesses can spend more time on what matters.

Working here means you become part of a vision-driven team that’s ready to tackle challenges and build cutting-edge solutions. We value purpose, drive, and curiosity—and we thrive in a fast-paced, ever-changing environment. Whether in one of our offices in San Jose, CA, Draper, UT, or in a remote-eligible role, BILLders collaborate to deliver real impact for businesses that need more time in their busy weeks.

BILL builds high performing teams and we seek to hire the best talent for every role. We're committed to building a workplace that fosters inclusion and diverse perspectives, valuing each person’s unique skills and experiences. We’d love to hear from you—you might be just what we’re looking for, whether in this role or another.

✨ Let’s give businesses more time for what matters.

Make your impact within a rapidly growing Fintech Company

BILL is a leading financial operations platform for small and midsize businesses. As part of the FY27 One BILL strategy, Post-Sales is unifying the accounts payable/receivable (AP) and Spend & Expense (Divvy) organizations into a single team with one customer journey and one North Star: BILL Net Revenue. The Customer Success Manager leads a team of Customer Success representatives responsible for retaining customers and expanding net revenue across this unified customer base.

Everything this team does connects back to three Desired Outcomes of Customer Success:

• Customer Success: Create a world-class customer experience by anticipating customer needs and ensuring their desired outcomes are met and exceeded.

• Retention: Retain every customer and all revenue. No surprise churn.

• Upsell and Cross-Sell: Drive net-new revenue through expansion and cross-sell across the BILL platform.

• Lead and develop a team of Customer Success representatives accountable for retention and revenue expansion across an assigned customer segment. Set clear objectives and priorities, and build coaching plans that align daily and weekly activity to our Desired Outcomes.

• Build a winning team and winning culture by holding reps accountable to clear expectations, delivering regular reporting and forecasting to the business, and fostering a fun, results-driven, improvement-oriented environment through coaching and career development.

• Own the Customer Success performance ecosystem for your team: run weekly audits and call reviews, monthly RPA (Results, Pipeline & Activity) reviews, quarterly 9-Box talent assessments, and bi-annual performance reviews, so every rep always knows where they stand.

• Own retention outcomes. Ensure no surprise churn, that at-risk customers are surfaced early, that CTAs are actioned within 30 days, and that all contracts are renewed by expiration.

• Drive net revenue expansion. Hold your team to coverage and upsell targets and to a consistent cross-sell motion.

• Ensure full segment coverage by holding reps to customer engagement expectations appropriate for the segment, including proactive outreach cadences, QBRs, and health check touchpoints.

• Hire and develop great talent that raises the bar for the team, onboard new reps effectively, and manage performance issues directly