Director, Customer Success Operations

Do the best work of your career as a champion for small and mid-size businesses.

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 salary  range for this role is noted below for our San Jose based role.  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.

San Jose pay range$192,000—$240,000 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