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Salary: USD 133,800 - 188,800 / annual
BILL is a fintech company building financial automation tools for small to mid-sized businesses. The Scaled Retention Customer Success Manager will lead a high-volume customer success team responsible for retention and expansion across thousands of scaled accounts.
Key Responsibilities:
- Manage and develop a team of up to 11 Scaled Customer Success Managers, including onboarding 5 new hires and establishing consistent operating cadence
- Own team performance through weekly Gong call reviews, monthly RPA reviews, quarterly 9-Box assessments, and bi-annual performance cycles
- Drive proactive motion coverage across attrition model CTAs, contract renewals, Rewards agreement management, wallet share expansion, customer outcomes, and new customer onboarding
- Manage escalation workflow: triage and resolve inbound escalations from sales, support, and customers via Slack and email, keeping reps focused on proactive work
- Oversee strategic project execution with day-to-day management, pacing, quality oversight, and cross-functional coordination
- Own weekly pipeline reporting and churn risk escalations to senior leadership
- Partner cross-functionally with Managed CS managers, CX/support, sales, product, and finance teams
This is a rebuilding role on a team adding headcount and transitioning from reactive to proactive operations. The successful candidate will own the ramp, motion, and results.
Requirements:
- Experience managing a high-volume customer success or account management team, ideally in B2B SaaS or fintech
- Proven track record of holding teams to proactive motion coverage, not just reactive responses
- Comfort building structure and process in ambiguous, fast-moving environments
- Strong coaching instincts; develops reps rather than just managing them
- Ability to absorb high volume of internal escalations without consuming team capacity
- Experience with CRM and CS tooling; Gainsight experience is a plus
- Must have authorization to work in the United States without visa sponsorship
