Mid-Market Customer Success Manager

BILL is a rapidly growing Fintech company that empowers businesses by replacing outdated financial processes with innovative tools. The Mid-Market Customer Success Manager will manage a strategic book of mid-market accounts, driving product adoption and subscription renewals while collaborating with various internal teams to enhance customer experience.

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

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