Manager of Customer Success

About the role

At BILL, you will lead and develop a team of Customer Success representatives focused on retention and revenue expansion for a unified customer base. You will own the performance ecosystem for your assigned segment, ensuring no surprise churn and timely action on at-risk customers. This role requires you to build a winning team culture grounded in accountability, coaching, and data-driven reviews. You will partner cross-functionally with Sales, Onboarding, Product, and Finance to resolve escalations and represent the customer voice. You will drive net revenue expansion through consistent cross-sell motions and coverage targets. You will ensure full segment coverage with tailored engagement cadences, QBRs, and health check touchpoints. You will hire, onboard, and develop great talent while managing performance issues directly and fairly. You will run weekly audits, call reviews, and talent assessments to maintain world-class customer outcomes.

Key facts

What you'll do

• Lead and develop a team of Customer Success representatives accountable for retention and revenue expansion across an assigned customer segment, setting clear objectives and priorities.
• Build a winning team and winning culture by holding reps accountable to clear expectations, delivering regular reporting and forecasting, and fostering a results-driven, improvement-oriented environment.
• Own the Customer Success performance ecosystem for your team by running weekly audits and call reviews, monthly RPA (Results, Pipeline & Activity) reviews, quarterly 9-Box talent assessments, and bi-annual performance reviews.
• Own retention outcomes by ensuring no surprise churn, surfacing at-risk customers early, actioning CTAs within 30 days, and securing contract renewals by expiration.
• Drive net revenue expansion by holding your team to coverage and upsell targets and maintaining a consistent cross-sell motion across the BILL platform.
• 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 and fairly when expectations are not consistently met.
• Partner cross-functionally with Sales, Onboarding, Customer Solutions, Product, Risk, and Finance to resolve escalations, break down silos, and represent an accurate, credible voice of the customer.
• Set clear coaching plans that align daily and weekly activity to the Desired Outcomes of Customer Success, Retention, and Upsell.
• Run performance diagnostics and adjust team strategies in response to churn signals, pipeline trends, and engagement gaps.
• Establish and maintain cadence for one-on-one coaching, skill-building sessions, and peer learning across the team.
• Translate strategic priorities into concrete actions and timelines for each representative based on segment complexity.
• Monitor book of business health metrics and trigger interventions when utilization or risk indicators move beyond thresholds.
• Collaborate with Product and Risk to escalate critical feedback and ensure customer insights are incorporated into roadmap decisions.
• Maintain documentation of playbooks, call reviews, and success patterns to scale coaching impact across the team.

Requirements

• Proven people-leadership experience in Customer Success, Account Management, or a related post-sales function, including direct management of individual contributors.
• Demonstrated success in building, coaching, and retaining high-performing teams in a fast-paced, quota-carrying environment.
• Strong understanding of customer lifecycle management, retention strategies, and expansion revenue models.
• Experience with CRM and analytics tools to track pipeline, engagement, and churn metrics.
• Excellent communication and presentation skills, with the ability to influence stakeholders at all levels.
• Highly organized with the ability to manage multiple priorities and deadlines in a dynamic environment.
• Comfortable working within a structured performance management framework and regular review cycles.
• Willingness to travel as required by business needs and to adhere to defined deadlines for performance reviews and planning cycles.

Practical notes

Hours: Standard business hours with flexibility for regional coverage.

Travel: As required by business needs within the United States.

Visa: Sponsorship considerations are subject to business needs and eligibility.

Deadlines: Performance reviews and planning cycles adhere to firm semi-annual and annual schedules.