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.

Manager, Customer Success

About the Role

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