Manager, Customer Success Retention

Do the best work of your career as a champion for small and mid-size businesses.

BILL is a leader in financial automation software for small and midsize businesses (SMBs). As a champion of SMBs, we are dedicated to automating the future of finance so businesses can thrive. Hundreds of thousands of businesses trust BILL solutions to manage financial workflows, including payables, receivables, and spend and expense management. With BILL, businesses are connected to a network of millions of members, so they can pay or get paid faster. Through our automated solutions, we help SMBs simplify and control their finances, so they can confidently manage their businesses, and succeed on their terms.

BILL is a trusted partner of leading U.S. financial institutions, accounting firms, and accounting software providers. We have operations in San Jose, CA, Draper, UT, Houston, TX and are continuing to expand into other geographic locations. If you’re looking for a place that helps you do the best work of your career, look no further than BILL.

The Manager of Customer Success, Retention, will lead the customer success team responsible for retaining our customers. Your teams are responsible for identifying customers that may be at risk of churning, and helping solve the customer’s pain points in order to ensure their success and retention on our platform. You will also be responsible for working closely with Data and other cross-departmental teams in order to improve our churn insights and improving processes for helping our customers succeed. This individual will focus on coaching and developing front line managers on best practices to exceed KPI’s and quotas.

Make Your Impact Within a Rapidly Growing Fintech Company

• Ensure that Customer Success Representatives (CSMs) meet retention targets and hold team members accountable for achieving goals.
• Identify and suggest process improvements to senior management, and implement changes to enhance efficiency and effectiveness within the team.
• Conduct one-on-one coaching sessions to develop reps' skills, mindset, and effort, and train reps on handling escalations and retention situations effectively.
• Improve the efficiency of CSMs by identifying and removing roadblocks, and streamline processes to facilitate smoother operations and better outcomes.
• Manage and resolve customer escalations promptly and effectively, ensuring customer issues are addressed and resolved to their satisfaction.
• Ensure the team meets its targets and key performance indicators (KPIs), and monitor inputs and outputs to ensure alignment with company goals.
• Provide valuable insights to senior management for adjusting quotas and objectives each quarter, and offer feedback to inform business decisions on churn reasons and potential solutions.
• Work closely with the Data team on the Predictive Attrition Model, and identify and utilize leading indicators of churn to inform strategy and actions.
  
  

We’d Love To Chat If You Have

• 3+ years of relevant CSM experience with a proven track record of success
• Experiencing leading or mentoring Customer Success teams
• Must have a proven management track record of hiring, training, coaching, and motivating a revenue team.
• Experience working with Product, Data, Support, Revenue Operations cross-functionally.
• Strong written and verbal communication skills, including the ability to present strategy and results to staff members at every level of the organization
• Familiarity with Salesforce.com, Outreach, Gainsight, and other sales technologies fostering a data-driven revenue culture.
• Superior leadership and management skills that include communication, excellence, transparency, collaboration and mentoring.
  
  

The On Target Earnings (OTE) range for this role is noted below for our office location in Draper, UT. This role is eligible to participate in BILL’s sales incentive and equity plans. Our ranges for each role and job level are based on a variety of factors including candidate experience, expertise, and geographic location and may vary from the amounts listed above. The role is also eligible for a competitive benefits package that includes: medical, dental, vision, life and disability insurance, 401(k) retirement plan, flexible spending & health savings account, paid holidays, paid time off, and other company benefits.

Draper UT pay range

$128,600—$154,300 USD

Let’s Talk About Benefits

• 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
• And much more
  
  

For positions that are in office we support a hybrid work environment with on-site and remote work days. Check out our LinkedIn Life Page for each location and discover BILL.

We live our culture and values every day

At BILL, we’re different by design—it's our culture. Our CEO is a trusted entrepreneur who lives our cultural values: Humble, Authentic, Passionate, Accountable, and Fun. People here love being their authentic selves, contributing unique experiences, sharing ideas, perspectives, and intellectual curiosity. We celebrate our diversity as the heart and soul of how we work, grow, and succeed together. Inspiring people with meaningful career experiences they love really does make the dream work and our successes just keep getting better. There’s no limit to what we can build and where we can go from here. We’d love you to join us.

BILL is proudly an Equal Opportunity Employer where everyone is welcome. Our innovation and technology are inspired by an inclusive culture unlike any other. Everyone brings a different personal story and perspective and this diverse mix of minds, backgrounds, and experiences is where our greatest ideas come from. We welcome people of all races, ethnicities, ages, religions, abilities, genders, and sexual orientations to make us an even more vibrant company. We want everyone to bring their authentic selves here, to share our values, shape our vision, drive innovation, and become part of a culture we celebrate every day.

Our promise to our candidates is to be transparent, diligent, and engaging while guiding individuals through each step of our hiring process. At BILL we strive to achieve an inclusive and positive candidate experience that aligns with our core values and focuses on diversity.

If you require a reasonable accommodation for your application, interviews, or another aspect of the hiring process, please contact interviewaccommodations@hq.bill.com.

BILL Culture

• Humble - We check our egos at the door. We are curious. We listen, accept feedback.
• Authentic - We earn and show trust by being real—embracing our authentic selves.
• Passionate - We care deeply about each other and our customers.
• Accountable - We are duty-bound to each other, our customers, and society.
• Fun - We wrap it all together by building connections and enjoying time spent together.
  
  

Our Applicant Privacy Notice describes how BILL treats the personal information it receives from applicants