The Role
Lead and develop the Customer Success team, manage post-sale customer lifecycle, drive retention and expansion, and advocate for customers internally.
Summary Generated by Built In
Manager, Customer Success
About the Role
Biller Genie is looking for a driven and empathetic Manager, Customer Success to lead our Customer Success team and own the full post-sale customer lifecycle. In this role, you’ll be the champion for our existing subscriber base — ensuring customers are getting maximum value from Biller Genie, identifying opportunities for growth, and building the kind of relationships that turn customers into long-term partners. You’ll lead, coach, and develop a team of Customer Success professionals while working cross-functionally to deliver an exceptional customer experience.
What You’ll Do
Team Leadership & Development
- Manage, mentor, and develop a team of Customer Success Managers/Associates, fostering a high-performance and customer-first culture
- Set clear performance expectations, conduct regular 1:1s, and support professional growth across the team
- Build scalable processes, playbooks, and best practices that drive consistency and efficiency
Retention
- Own gross and net revenue retention metrics across the subscriber base
- Proactively identify at-risk accounts and work with your team to develop and execute save strategies
- Monitor customer health scores, usage data, and engagement signals to get ahead of churn
- Partner with Product and Support to resolve systemic issues impacting customer satisfaction
Expansion
- Drive upsell and cross-sell opportunities by identifying subscriber needs that align with additional Biller Genie capabilities
- Collaborate with Sales on expansion plays and warm handoffs for growth opportunities
- Develop and execute strategies to increase product adoption and deepen customer engagement
Voice of the Customer
- Serve as a key advocate for the customer internally, sharing feedback, trends, and insights with Product, Marketing, and Leadership
- Track and report on key success metrics including NPS, CSAT, churn rate, expansion revenue, and team performance
What You Bring
- 4+ years of experience in Customer Success, Account Management, or a related field, with at least 1–2 years in a people management role
- Proven track record of hitting retention and expansion targets in a SaaS environment
- Strong analytical mindset — comfortable working with data to identify trends and drive decisions
- Excellent communication and relationship-building skills, with the ability to engage customers at all levels
- Experience with CS platforms (e.g., Gainsight, ChurnZero, Totango) and CRM tools
- A collaborative, low-ego leadership style with a genuine passion for customer outcomes
Bonus Points
- Background in fintech, payments, or accounts receivable automation
- Experience building or scaling a Customer Success team from the ground up
Why Biller Genie
At Biller Genie, we’re on a mission to help businesses get paid faster through intelligent AR automation. You’ll join a growing team, have real ownership over a critical part of the business, and work alongside people who care deeply about our customers and each other.
Skills Required
- 4+ years of experience in Customer Success, Account Management, or a related field
- 1-2 years in a people management role
- Proven track record of hitting retention and expansion targets in a SaaS environment
- Strong analytical mindset with comfort in working with data
- Excellent communication and relationship-building skills
- Experience with CS platforms and CRM tools
Am I A Good Fit?
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The Company
What We Do
At Biller Genie, we are a team of dreamers on a mission to provide an automated, cloud-based accounts receivable platform that seamlessly integrates existing business processes for small and mid-sized businesses. Our cloud-based solution automates your accounts receivable from bill presentment, follow up, collection, and reconciliation - without changing your current process. - No new software to learn - Integrates with your accounting software - Keep your existing payment processor The Genie integrates with your favorite accounting software, such as QuickBooks, Xero, or AccountingSuite. Our average subscriber gets paid 15 faster, reduces their overdue invoices by 40%, and save 10-20 hours of administrative work per week.
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