What are the responsibilities and job description for the Manager, Customer Success position at Biller Genie?
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.