Mid Market Customer Success Manager

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 By replacing outdated financial processes with innovative tools, we help businesses—from startups to established brands—make smarter decisions and gain control of their operations. And we don’t stop there: we’re 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 that’s ready to tackle challenges and build cutting-edge solutions. We value purpose, drive, and curiosity—and we thrive in a fast-paced, ever-changing environment. We're remote-first, with office spaces in San Jose, CA and Draper, UT — and opportunities to connect in person when it counts. 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. We're committed to building a workplace that fosters inclusion and diverse perspectives, valuing each person’s unique skills and experiences. We’d love to hear from you—you might be just what we’re looking for, whether in this role or another. ✨ Let’s give businesses more time for what matters. 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. We'd love to chat if you have: 5–8 years in customer-facing SaaS roles with a demonstrated ability to manage complex mid-market accounts with minimal manager oversight and a track record of delivering on both retention and expansion. Multi-stakeholder relationship management experience, you've built relationships across multiple contacts within an account, navigated competing priorities, and successfully led Executive Business Reviews tied to business outcomes, not just product health. Proven expansion motion ownership, you've independently identified and executed IPFX Cross Sell, subscription upsell, and transaction revenue growth opportunities, with a pipeline you can speak to in concrete terms. In-depth product and integration knowledge, you understand how to align platform capabilities to customer goals, troubleshoot integrations, and advise customers on adoption strategies that connect features to measurable outcomes. Strong process discipline, you operate within established ROE frameworks, set an example for others in note quality and SLA adherence, and identify improvement opportunities without being prompted. Proficiency with Salesforce and Gainsight, with the organizational skills to manage a mid-market book of business across a high volume of customer touchpoints and CTA workflows. BILL is committed to an inclusive and diverse workplace. BILL is an equal opportunity employer and does not discriminate based on race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. This role is eligible to participate in BILL’s 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. The On Target Earnings (OTE) range noted below are remote based roles in the specific geographic zone Zone 1: San Francisco Bay Area CA (includes HQ), New York City, Seattle, Los Angeles County $151,400—$181,700 USD Zone 2: CA (Non San Francisco Bay Area and Los Angeles County), Austin TX, Massachusetts $136,300—$163,500 USD Zone 3: Utah (includes Utah office), Dallas TX, Houston TX, Florida, North Carolina, Illinois, Colorado, Arizona, Georgia, Oregon, Pennsylvania $128,700—$154,400 USD What’s 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 isn’t 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 Don’t 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 interviewaccommodations@hq.bill.com. To ensure a fair evaluation, our Candidate Integrity Policy prohibits the use of unapproved external assistance, including generative AI, during live interviews or assessments. Doing so will result in a review and potential disqualification. Our Applicant Privacy Notice describes how BILL treats the personal information it receives from applicants.