Senior Scaled Customer Success Manager
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Job Location:
Draper, UT - USA
Monthly Salary:
Not Disclosed
Posted on:
Yesterday
Vacancies:
1 Vacancy
Job Summary
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 By replacing outdated financial processes with innovative tools we help businessesfrom startups to established brandsmake smarter decisions and gain control of their operations. And we dont stop there: were 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 thats ready to tackle challenges and build cutting-edge solutions. We value purpose drive and curiosityand we thrive in a fast-paced ever-changing environment. Whether in one of our offices in San Jose CA Draper UT or working remotely 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. Were committed to building a workplace that fosters inclusion and diverse perspectives valuing each persons unique skills and experiences. Wed love to hear from youyou might be just what were looking for whether in this role or another.
Lets give businesses more time for what matters.
Make your impact within a rapidly growing Fintech Company
The S&E Customer Success department is a high-velocity revenue engine at BILL. As a Senior Scaled CSM you join a high-performing team managing a pooled portfolio of accounts. You will serve along with your peers as a team of business advisors for your customers identifying strategic growth opportunities and ensuring every customer extracts maximum value from the BILL platform to drive long-term retention and revenue.
What Youll Do
Strategic Business Consultation: Lead high-impact interactionssuch as Business Reviews and Kick-offsusing deep discovery to map specific business challenges and pain to BILLs suite of tools. You will empathetically explore and work to alleviate customer friction and pain while helping them reach their business goals.
Proactive Portfolio Management: Partner with a high-performing team to ensure the success of a shared book of business. You will ensure customers adopt our product in harmony with their desired outcomes while proactively uncovering expansion opportunities and identifying controllable churn risks.
Operational Precision & Integrity: Meet interaction targets and maintain strict response SLAs to ensure no customer is neglected. We hold ourselves to a high standard of documentation. It is our responsibility to ensure every customers story is preserved across the team so that once a need is shared with us that knowledge is captured and accessible to every member of the team.
Collaborative Growth & Strategic Redirection: Partner across Post-Sales Support Risk and Product teams to drive growth while skillfully redirecting support-related items to focus on proactive advisory work. You will use structured frameworks (e.g. SCQA) to communicate with precision clearly articulating context and recommendations to both customers and internal stakeholders.
Wed love to chat if you are:
Inwardly Competitive Outwardly Supportive: You have a go-getter mentality with a track record of exceeding personal targets while remaining equally fueled by collective wins. You share a high-stakes accountability with your peers and naturally step in to help the team alleviate pressure and grow.
Operationally Excellent: You have a proven system for managing numerous data points and interactions at scale. You are meticulous about documentation ensuring institutional knowledge is preserved and that customer tasks never fall through the cracks.
Consultative and Customer-Centric: You are excellent in navigating high-stakes conversations and performing deep discovery. You have the ability to switch between proactive churn mitigation and expansion outreach with ease always prioritizing the customers business outcomes.
Well Versed in Finance or Accounting: You have a professional background in Accounting or Finance (or equivalent experience) that allows you to speak the language of our customers and consult strategically on their goals and workflows.
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 BILLs 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.
Whats in it for you
Redefining how businesses automate their work is a fast-paced exciting and fun environment. But we also have benefits and perks to ensure the magic isnt only experienced by our customers but by our employees as well.
Here is a preview of some of the amazing benefits here at BILL:
- 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
Dont believe us Check out our culture benefits and teams on our career site LinkedIn Life or YouTube pages.
BILL is an Equal Opportunity Employer. We believe our best ideas come from the unique stories perspectives and experiences of our team members. We welcome people of all backgrounds abilities and identities to bring their authentic selves and contribute to our culture.
We are committed to a transparent inclusive hiring process that reflects our values. If you need accommodations at any stage please contact .
Required Experience:
Manager
Key Skills
- Debugging
- Remote Access Software
- IT Service Management
- IOS
- Multithreading
- VPN
- Neo4j
- FISMA
- SSO
- Github
- Google Suite
- Troubleshooting
