Customer Success Manager
BillingPlatform is an industry-leading, fast-growing SaaS company. Our award-winning, cloud-based revenue lifecycle management platform is leveraged by leading global enterprises to automate and streamline the entire quote-to-cash process.
Backed by leading private equity firms FTV Capital and Columbia Capital, we have achieved remarkable industry recognition for growth, including being listed for the fifth consecutive year on Deloitte’s Technology Fast 500™ list of fastest-growing technology companies and ranked on the Inc. 5000 list for five years running.
Our ability to innovate market-leading solutions has been validated by major industry analyst firms, including being named a Leader in the Gartner® Magic Quadrant™ for Recurring Billing Applications and in Forrester Research’s The Forrester Wave™: SaaS Recurring Billing Solutions. To learn more about us, visit billingplatform.com.
Key Responsibilities
- Own a portfolio of enterprise SaaS customers, including account health, retention, renewal strategy, and renewal outcomes.
- Build strategic relationships with senior stakeholders, including CFOs, Controllers, and Revenue Operations leaders.
- Develop and execute customer success plans aligned with measurable business objectives.
- Lead executive business reviews demonstrating customer value, operational improvements, and business outcomes.
- Drive gross revenue retention (GRR) and net revenue retention (NRR) across the assigned portfolio.
- Proactively identify retention risks, develop recovery strategies, and maintain accurate renewal forecasts.
- Drive adoption of purchased capabilities and help customers maximize the value of their BillingPlatform investment.
- Identify and qualify expansion opportunities, partnering with Sales on account growth strategies.
- Lead renewal planning and support commercial negotiations, including pricing and contract discussions.
- Collaborate with Professional Services, Support, Product, and Engineering to resolve escalations and protect customer relationships.
- Maintain accurate customer health data, account plans, and renewal forecasts in Salesforce and ChurnZero.
Qualifications
- 4+ years of customer-facing experience in B2B SaaS, including at least 2 years in Customer Success or Account Management with direct renewal accountability.
- Proven track record of achieving retention, renewal, and expansion targets across an assigned customer portfolio.
- Strong commercial acumen, including SaaS contracts, renewal processes, pricing, and negotiation.
- Experience managing complex enterprise relationships and engaging executive stakeholders.
- Financial fluency and an understanding of order-to-cash processes, with the ability to engage CFOs, Controllers, and Revenue Operations leaders.
- Experience developing strategic success plans and delivering executive business reviews focused on measurable outcomes.
- Strong communication, negotiation, problem-solving, and stakeholder management skills.
- Experience with Salesforce and customer success platforms such as ChurnZero, Gainsight, or similar solutions.
- Bachelor's degree or equivalent practical experience.
- Experience with billing, revenue management, ERP, CPQ, or financial systems such as Zuora, NetSuite, SAP, or Salesforce Revenue Cloud is preferred.
- Knowledge of subscription and usage-based billing, revenue recognition, or complex financial workflows is a plus.
- Willingness to travel up to 20%.
Benefits
- Competitive compensation with a comprehensive benefits package, including medical, dental, vision, LTD, HSA, FSA, free virtual mental health counseling, and wellness perks.
- Medical insurance coverage effective on the first day of employment.
- 401(k) match that is 100% immediately vested.
- Discretionary and charitable time off program.
- Home office setup allowance for fully remote employees.
The base salary range for this position is $150,000–$180,000 per year, plus bonus, depending on job-related knowledge, skills, experience, and market location. Salary information is provided in accordance with U.S. pay transparency laws.
BillingPlatform is an equal opportunity employer and does not discriminate based on any characteristic protected by applicable federal, state, or local law.
Add a concise role overviewSeparate required and preferred qualifications