[Remote] Sr. Strategic Customer Success Manager
Note: The job is a remote job and is open to candidates in USA. BILL is a rapidly growing fintech company focused on empowering businesses through innovative financial automation tools. As a Senior Strategic Customer Success Manager, you will manage a strategic book of mid-market and larger SMB accounts, driving product adoption and fostering long-term partnerships with key stakeholders.
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
Skills
- 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
- 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
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
Company Overview