Scaled Retention Customer Success Manager

About the role

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 By replacing outdated financial processes with innovative tools, we help businesses—from startups to established brands—make smarter decisions and gain control of their operations.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. The Scaled Customer Success team at BILL is the commercial and retention engine for thousands of small business customers. The Manager of our Scaled Customer Success team owns the performance, development, and outcomes of a high-volume CSM team and is the connective tissue between individual rep activity and the three desired outcomes of Customer Success: world-class customer experience, retention, and net revenue expansion. This is a rebuilding role on a team that is adding headcount, absorbing a strategic project with material financial stakes, and moving from reactive to proactive. The manager coming in owns the ramp, the motion