Own team performance through weekly Gong call reviews, monthly RPA reviews, quarterly 9-Box assessments, and bi-annual performance cycles for up to eleven Scaled CSMs.
Ensure motion coverage for attrition CTAs, contract renewals, wallet share and expansion outreach, IPFX customer outcomes, and onboarding across thousands of scaled accounts.
Manage escalations from sales, support, and customers routed via Slack and email, triaging, routing, and resolving to keep reps focused on proactive work.
Oversee day-to-day management of strategic initiatives, including pacing, quality oversight, and cross-functional coordination.
Drive new hire ramp by onboarding and developing incoming Scaled CSMs, establishing time-to-productivity from day one.

Jobs at BILL

2 active roles from this employer in the JobMatcher catalog.

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About the role

Join BILL as the Scaled Retention Customer Success Manager. BILL is a fintech company focused on replacing outdated financial processes with innovative tools to help businesses make smarter decisions. The Scaled Customer Success team serves as the commercial and retention engine for thousands of small business customers. As Manager of the Scaled CSM team, you will own the performance, development, and outcomes of a high-volume team and connect individual reps’ activity to world-class customer experience, retention, and net revenue expansion. This rebuilding role adds headcount, leads a strategic project with material financial stakes, and moves the team from a reactive to a proactive stance. You will own ramp, motion, and results.

Responsibilities

Own team performance through weekly Gong call reviews, monthly RPA reviews, quarterly 9-Box assessments, and bi-annual performance cycles for up to eleven Scaled CSMs.
Ensure motion coverage for attrition CTAs, contract renewals, wallet share and expansion outreach, IPFX customer outcomes, and onboarding across thousands of scaled accounts.
Manage escalations from sales, support, and customers routed via Slack and email, triaging, routing, and resolving to keep reps focused on proactive work.
Oversee day-to-day management of strategic initiatives, including pacing, quality oversight, and cross-functional coordination.
Drive new hire ramp by onboarding and developing incoming Scaled CSMs, establishing time-to-productivity from day one.
Own weekly pipeline reporting and churn risk escalations to senior leadership.
Pa

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Customer Success Engineering Fintech Remote Europe Startups

Key requirements

Own team performance through weekly Gong call reviews, monthly RPA reviews, quarterly 9-Box assessments, and bi-annual performance cycles for up to eleven Scaled CSMs.
Ensure motion coverage for attrition CTAs, contract renewals, wallet share and expansion outreach, IPFX customer outcomes, and onboarding across thousands of scaled accounts.
Manage escalations from sales, support, and customers routed via Slack and email, triaging, routing, and resolving to keep reps focused on proactive work.
Oversee day-to-day management of strategic initiatives, including pacing, quality oversight, and cross-functional coordination.
Drive new hire ramp by onboarding and developing incoming Scaled CSMs, establishing time-to-productivity from day one.

Jobs at BILL

2 active roles from this employer in the JobMatcher catalog.

All company jobs

About the role

Join BILL as the Scaled Retention Customer Success Manager. BILL is a fintech company focused on replacing outdated financial processes with innovative tools to help businesses make smarter decisions. The Scaled Customer Success team serves as the commercial and retention engine for thousands of small business customers. As Manager of the Scaled CSM team, you will own the performance, development, and outcomes of a high-volume team and connect individual reps’ activity to world-class customer experience, retention, and net revenue expansion. This rebuilding role adds headcount, leads a strategic project with material financial stakes, and moves the team from a reactive to a proactive stance. You will own ramp, motion, and results.

Responsibilities

Own team performance through weekly Gong call reviews, monthly RPA reviews, quarterly 9-Box assessments, and bi-annual performance cycles for up to eleven Scaled CSMs.
Ensure motion coverage for attrition CTAs, contract renewals, wallet share and expansion outreach, IPFX customer outcomes, and onboarding across thousands of scaled accounts.
Manage escalations from sales, support, and customers routed via Slack and email, triaging, routing, and resolving to keep reps focused on proactive work.
Oversee day-to-day management of strategic initiatives, including pacing, quality oversight, and cross-functional coordination.
Drive new hire ramp by onboarding and developing incoming Scaled CSMs, establishing time-to-productivity from day one.
Own weekly pipeline reporting and churn risk escalations to senior leadership.
Pa

Track similar jobs

Get email alerts when new roles like this are posted.

Based on: Scaled Retention Customer Success Manager

See how this role matches your resume

Sign in to get an AI match score and personalized feed.

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More in Remote-first

Customer Success Engineering Fintech Remote Europe Startups