Mid Market Customer Success Manager

New

BILLFintech

Location: United StatesFull-TimeMiddle

SalaryZone 1: $151,400 — $181,700 USD; Zone 2: $136,300 — $163,500 USD; Zone 3: $128,700 — $154,400 USD

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Job Details

5–8 years in customer-facing SaaS roles with a demonstrated ability to manage complex mid-market accounts.
Multi-stakeholder relationship management experience, including navigating competing priorities.
Proven track record of delivering on both retention and expansion.
Demonstrated ownership of expansion motions, including IPFX Cross Sell, subscription upsell, and transaction revenue growth.
In-depth product and integration knowledge to advise on adoption strategies.
Strong process discipline with experience operating within established ROE frameworks.
Proficiency with Salesforce and Gainsight.
Demonstrated ability to meet SLAs with zero exceptions.

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.
Anticipate and address churn risks before they escalate, maintaining relationships across multiple customer stakeholders and executing retention strategies.
Lead multi-stakeholder Executive Business Reviews that connect product adoption data to measurable business outcomes.
Identify, develop, and execute customized upsell plans tied directly to customer desired outcomes and long-term goals.
Provide tailored product consultations, aligning BILL's full AP/AR and S&E capabilities to each customer's specific business goals.
Set the standard for team process execution, leading by example with meticulous note-taking and mastering the P.L.A.N. framework.
Resolve complex customer issues independently using creative problem-solving and cross-functional collaboration.

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