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Full-Time

Manager – Customer Success Retention

Posted on 7/10/2024

Bill.com

Bill.com

1,001-5,000 employees

Online bill payment and AP automation software

Fintech

Mid, Senior

Remote in USA

Category
Customer Success
Customer Success & Support
Customer Success Management
Sales & Account Management
Required Skills
Sales
Communications
Management
Salesforce
Requirements
  • 3+ years of relevant CSM experience with a proven track record of success
  • Experiencing leading or mentoring Customer Success teams
  • Must have a proven management track record of hiring, training, coaching, and motivating a revenue team
  • Experience working with Product, Data, Support, Revenue Operations cross-functionally
  • Strong written and verbal communication skills
  • Familiarity with Salesforce.com, Outreach, Gainsight, and other sales technologies fostering a data-driven revenue culture
  • Superior leadership and management skills
Responsibilities
  • Ensure that Customer Success Representatives (CSMs) meet retention targets and hold team members accountable for achieving goals
  • Identify and suggest process improvements to senior management, and implement changes to enhance efficiency and effectiveness within the team
  • Conduct one-on-one coaching sessions to develop reps' skills, mindset, and effort
  • Improve the efficiency of CSMs by identifying and removing roadblocks
  • Manage and resolve customer escalations promptly and effectively
  • Ensure the team meets its targets and key performance indicators (KPIs)
  • Provide valuable insights to senior management for adjusting quotas and objectives each quarter
  • Work closely with the Data team on the Predictive Attrition Model

At this company, employees thrive in an environment that emphasizes the use of AI and automation technology to streamline financial processes, making bill payments and receivables more efficient for businesses. The firm stands out for its commitment to enhancing AP controls and ensuring secure payment processing, which are critical in the financial technology sector. Working here means being at the forefront of integrating advanced technologies with everyday financial operations, offering a competitive edge and a focus on technical excellence.

Company Stage

IPO

Total Funding

$2B

Headquarters

San Jose, California

Founded

2006

Growth & Insights
Headcount

6 month growth

0%

1 year growth

0%

2 year growth

7%

Benefits

100% paid employee health, dental, and vision insurance - choose between HMO, PPO, and HDHP plans

HSA & FSA accounts

Life Insurance, Long & Short-term disability coverage

Pre-tax commuter benefits

Employee Assistance Program (EAP)

11+ Observed holidays and wellness days

Wellness & Fitness initiatives

Flexible time off

100% paid employee health, dental, and vision insurance - choose between HMO, PPO, and HDHP plans

HSA & FSA accounts

Life Insurance, Long & Short-term disability coverage

Pre-tax commuter benefits

Employee Assistance Program (EAP)

11+ Observed holidays and wellness days

Wellness & Fitness initiatives

Flexible time off