Mid Market Customer Success Manager

Innovate with purpose

Make your impact within a rapidly growing Fintech Company

BILL is a leading financial operations platform for small and midsize businesses. As part of our FY27 One BILL strategy, Post-Sales is unifying our accounts payable/receivable (AP) and Spend & Expense organizations into a single team with one customer journey and one North Star: BILL Net Revenue.The Mid-Market CSM sits at the heart of that motion, owning a portfolio of complex mid-market accounts and operating as a trusted advisor with the technical depth, multi-stakeholder relationship skills, and independent judgment to drive retention and expansion without manager involvement in standard execution.

In this role you will:

• Own a portfolio of mid-market accounts , serving as a trusted advisor with in-depth knowledge of each customer's workflow, goals, and risk profile and the ability to align BILL's product capabilities to measurable business outcomes across AP/AR and S&E.
• Anticipate and address churn risks before they escalate , maintaining relationships across multiple customer stakeholders, developing personalized success plans, and executing retention strategies with the judgment to act independently when it matters.
• Lead multi-stakeholder Executive Business Reviews that connect product adoption data to measurable business outcomes, adapting the agenda to what each customer needs to hear without manager support, and using each session to advance the relationship.
• Identify, develop, and execute customized upsell plans tied directly to customer desired outcomes and long-term goals, driving complex IPFX Cross Sell, Subscription upsell, and Transaction Revenue Growth opportunities that maximize portfolio NRR.
• Provide tailored product consultations that go beyond feature demonstrations, aligning BILL's full AP/AR and S&E capabilities to each customer's specific business goals, troubleshooting integrations, and increasing efficiencies through targeted adoption.
• Set the standard for team process execution leading by example with meticulous note-taking, mastering the P.L.A.N. framework across all customer calls, and meeting all SLAs with zero exceptions while demonstrating responsiveness well ahead of required thresholds.
• Resolve complex customer issues independently , using creative problem-solving and cross-functional collaboration when necessary, escalating only when a situation is genuinely beyond your control, and arriving with a recommended course of action when you do.

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