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 thrive. 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 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.

Make your impact within a rapidly growing Fintech Company

As the Director, Customer Success Operations, you will lead a team of Customer Success analysts and systems experts to understand and enhance BILL’s customer lifecycle. In this role, you'll be responsible for analyzing complex business problems and architecting scalable solutions, collaborating with Customer Success and Marketing teams, and cross-functional teams to create scalable systems, and processes. As a Director, you will manage various operational initiatives, serve as a strategic partner to business and technology teams, and drive innovation across Customer Success, Sales, and Marketing teams. You’ll be expected to develop processes, deploy technology needs, and monitor department metrics.

Key responsibilities:

Partner with Enablement, Engineering, GTM Systems, Product, Marketing, Revenue Strategy, Sales Leadership, BI, and Finance to represent the needs of the Success Organization including project intake, handoffs, and prioritization
Drive forward the Customer Success Organization’s vision through strategic partnership and alignment with CS leadership and cross-functional partners.
Design, maintain, and deliver the CS Operations roadmap ensuring results are aligned with Business Objects
Partner with technical teams in Support and Engineering to represent the Customer Experience to drive enhancement requests that influence account level enhancements and the overall product roadmap
Monitor customer health and engagement, internal staffing ratios, and retention to inform forecasting models
Manage operating rhythm for internal and external meetings including quarterly EBRs and account check-ins
Oversee tool and system needs for the Customer Success team including business requirements, vendor demos, implementation, and ongoing maintenance
Foster a culture of growth and innovation across the Customer Success Operations team.

We’d love to chat if you have:

Extensive experience leading Operations teams
Extensive experience in Program Management, Process Improvement, and employee management
Strong passion for driving growth through technology, process, and innovation.
Outstanding skills in partnering with Product, Revenue and Marketing leadership to drive growth.
Hands-on expertise in a Customer Relationship Management Tool and Success Tools like Gainsight
Some data analysis experience
Ability to communicate with executive level stakeholders
10 plus years of Operations experience

The estimated base salary range for this role is noted below for our office location in Draper, UT. Additionally, this role is eligible to participate in BILL’s bonus and equity plan. Our ranges for each role and job level are based on a variety of factors including candidate experience, expertise, and geographic location and may vary from the amounts listed above. The role is also eligible for a competitive benefits package that includes: medical, dental, vision, life and disability insurance, 401(k) retirement plan, flexible spending & health savings account, paid holidays, paid time off, and other company benefits.

Draper UT pay range

$163,200—$204,000 USD

Let’s talk about benefits

100% paid employee 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

For positions that are in office we support a hybrid work environment with on-site and remote work days. Check out our LinkedIn Life Page for each location and discover BILL.

We live our culture and values every day

At BILL, we’re different by design—it's our culture. Our CEO is a trusted entrepreneur who lives our cultural values: Humble, Authentic, Passionate, Accountable, and Fun. People here love being their authentic selves, contributing unique experiences, sharing ideas, perspectives, and intellectual curiosity. We celebrate our diversity as the heart and soul of how we work, grow, and succeed together. Inspiring people with meaningful career experiences they love really does make the dream work and our successes just keep getting better. There’s no limit to what we can build and where we can go from here. We’d love you to join us.

BILL is proudly an Equal Opportunity Employer where everyone is welcome. Our innovation and technology are inspired by an inclusive culture unlike any other. Everyone brings a different personal story and perspective and this diverse mix of minds, backgrounds, and experiences is where our greatest ideas come from. We welcome people of all races, ethnicities, ages, religions, abilities, genders, and sexual orientations to make us an even more vibrant company. We want everyone to bring their authentic selves here, to share our values, shape our vision, drive innovation, and become part of a culture we celebrate every day.

Our promise to our candidates is to be transparent, diligent, and engaging while guiding individuals through each step of our hiring process. At BILL we strive to achieve an inclusive and positive candidate experience that aligns with our core values and focuses on diversity.

If you require a reasonable accommodation for your application, interviews, or another aspect of the hiring process, please contact interviewaccommodations@hq.bill.com.

BILL Culture:

Humble - We check our egos at the door. We are curious. We listen, accept feedback.
Authentic - We earn and show trust by being real—embracing our authentic selves.
Passionate - We care deeply about each other and our customers.
Accountable - We are duty-bound to each other, our customers, and society.
Fun - We wrap it all together by building connections and enjoying time spent together.

Our Applicant Privacy Notice describes how BILL treats the personal information it receives from applicants

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