Mid Market Customer Success Manager

Role Overview

As a Mid Market Customer Success Manager, 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. You will anticipate and address churn risks, lead multi-stakeholder Executive Business Reviews, and identify, develop, and execute customized upsell plans.

What You Will Do

You will provide tailored product consultations, 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. You will also resolve complex customer issues independently, using creative problem-solving and cross-functional collaboration when necessary.

Why It Might Be a Fit

We are looking for a candidate with 5–8 years of experience 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.

Requirements

• 5–8 years in customer-facing SaaS roles
• Multi-stakeholder relationship management experience
• Proven expansion motion ownership
• In-depth product and integration knowledge
• Strong process discipline
• Proficiency with Salesforce and Gainsight

Benefits

• Medical, dental, and vision insurance
• 401(k) retirement plan
• Flexible spending & health savings account
• Paid holidays
• Paid time off
• Employee Stock Purchase Program with employee discounts
• Employee recognition and referral programs