Director of Strategic Customer Success

Do the best work of your career, helping businesses change the way they manage finances.

BILL is a leader in financial automation software for small and midsize businesses (SMBs). As a champion of SMBs, we are dedicated to automating the future of finance so businesses can flourish. Hundreds of thousands of businesses trust BILL solutions to manage financial workflows, including payables, receivables, and spend and expense management. With BILL, businesses are connected to a network of millions of members, so they can pay or get paid faster. Through our automated solutions, we help SMBs simplify and control their finances, so they can confidently manage their businesses, and succeed on their terms. 

BILL is a trusted partner of leading U.S. financial institutions, accounting firms, and accounting software providers. We have operations in San Jose, CA, Draper, UT, Houston, TX and Sydney, AUS and are continuing to expand into other geographic locations. If you’re looking for a place that helps you do the best work of your career, look no further than BILL.

This position is based at Draper, Utah. We support a hybrid work environment with on-site and remote work days.

Make your impact within a rapidly growing Fintech Company

As the Director, Strategic Customer Success, you will be responsible for developing and executing a strategic plan to drive product adoption, customer engagement, and revenue growth among BILL's customers. You will lead high-performing teams, establish scalable processes, and collaborate cross-functionally to ensure the success and expansion of these key customers while representing their voice within the organization.

What you’ll be doing

• Set the overall vision and strategic plan for our Strategic segment of Customer Success Managers. Our Strategic segment of customers represent the top 3% of BILL customers, but nearly half of our direct business revenue. 
• We are in the revenue business. Candidate would need to have a track record and comfortability of carrying and hitting quota targets that drive a meaningful part of the businesse’s revenue.
• Focus on driving product adoption, customer engagement/outcomes, and revenue growth through retention and expansion of our most valuable set of customers.
• Work strategically as we move from a model of supporting customers with singular product lines (Divvy, Bill, Invoice2Go). To a more cohesive model where a CSM may consult a customer that has one or more BILL core products integrated into our BILL Financial Operations Platform.
• What does our coverage model look like?
• How do we blend teams that currently focus on a single product?
• What’s the right engagement models unique to a variety of customer needs. What actions are needed by the CSMs to achieve our targets?
• Create scalable and repeatable processes that drives positive business outcomes for customers, and become imbedded into their operating processes. 
• Forecast how the team is pacing toward monthly and quarterly revenue targets.
• Develop the team to help identify both expansion of a customer’s existing core products, but opportunities to introduce new BILL products to solve customer needs. 
• Work crossfunctionally with our partners to develop a company-wide customer success motion; integrating processes, content and data to/from stakeholder organizations (e,g., Marketing, Sales, CX, Risk, Product/Engineering, etc)
• Provide a feedback loop to the business by representing the voice of our most valuable customers.
• Address escalated client issues with speed and urgency, orchestrating resources across the company as appropriate 
• Build and lead a world-class team:
• Recruit and develop a high performing team, and front line managers.
• Drive operational practices to track performance of teams and individuals.
• Inspire by challenging and maximizing the strength of the team and aligning their efforts to the mission and vision of the organization.

We’d love to chat if you have:

• 5 - 7 years of management experience leading teams in a software company
• 3+ years experience leading customer success managers, account management, or sales teams. 
• Proven experience leading teams, driving new and expansion sales, driving software adoption and leveraging customer success best practices.
• Proven ability to develop strategies, take calculated risks, that translate into initiatives and track successful delivery.
• Demonstrated ability to lead managers and successfully manage global, distributed teams across cultures, lines of business, and geographies.
• Possesses a strong management presence and leadership ability, with communication and interpersonal skills that inspire and motivate.
• Demonstrated operational excellence in analytical thinking, process development and improvement, problem solving, communication, delegation and planning.
• Ability to be flexible and agile in responding to evolving business priorities, a shifting landscape, and execute even in the presence of ambiguity.
• Able to collaborate across the organization and with external stakeholders
• Experience successfully working with senior (C-level) executives
• Holds strong operational skills that will drive organizational efficiencies and customer satisfaction
• This position is based at BILL’s Draper, Utah office. We support a hybrid work environment with on-site and remote work days.

Let’s talk about benefits

• 100% paid health, dental, and vision plans (choose HMO, PPO, or HDHP)
• HSA & FSA accounts 
• Life Insurance, Long & Short-term disability coverage
• Employee Assistance Program (EAP)
• 11+ Observed holidays and wellness days and flexible time off 
• Employee Stock Purchase Program with employee discounts
• Wellness & Fitness initiatives
• Employee recognition and referral programs
• And much more