Manager, SMB Customer Success

The Manager, SMB Customer Success at BILL plays a vital role in ensuring high levels of customer satisfaction. Key responsibilities include leading a team dedicated to SMB clients, developing customer success programs for a seamless experience, monitoring success metrics, resolving escalated issues effectively, and fostering a culture of constant improvement and professional development.

To be successful as the Manager, SMB Customer Success at BILL, candidates should have proven experience in customer success or service delivery. Strong leadership abilities, excellent communication, interpersonal skills, and an analytical mindset are essential. Familiarity with CRM systems and the ability to adapt in a fast-paced environment are also important.

At BILL, the Manager, SMB Customer Success is tasked with fostering a culture of coaching and continuous improvement. This includes encouraging professional development, knowledge sharing among team members, and utilizing data to drive decision-making. By focusing on these areas, BILL ensures that the Customer Success team evolves and grows alongside its clients.

The work environment for the Manager, SMB Customer Success at BILL is dynamic, fast-paced, and collaborative. With the option to work in one of the offices in San Jose, CA, Draper, UT, or remotely, the culture emphasizes teamwork, innovation, and support, ensuring every employee feels included and motivated to contribute to the company’s vision.

Employees in the Manager, SMB Customer Success role at BILL can expect a competitive benefits package that includes fully paid health, dental, and vision plans, life insurance, disability coverage, a generous amount of paid time off, flexible spending accounts, and participation in an employee stock purchase program, among many other perks.

An effective leader in this role should describe a collaborative and inclusive leadership style that focuses on empowering team members. Sharing examples of past experiences where fostering team development led to positive outcomes can further illustrate this style.

To effectively handle escalated issues, it’s essential to remain calm and empathetic. Describe your approach to problem-solving and communication with clients, emphasizing how you prioritize resolution and the steps you take to ensure satisfaction.

When answering this question, it’s advantageous to reference specific metrics such as NPS or customer retention rates and discuss strategies such as regular feedback loops, proactive engagement, and customized services that enhance the client experience.

Highlight your organizational skills and the tools or methods you use to manage tasks effectively. Discuss prioritization strategies, such as using triage methods or project management tools, to balance urgent customer needs with long-term objectives.

Provide concrete examples of customer success programs you’ve developed or participated in, detailing how they were structured to enhance client experience and the results achieved. Be sure to link this experience to impact on customer satisfaction or retention.

Relate a specific instance where building a strong relationship with a client led to a positive outcome, such as increased sales, better collaboration, or improved service delivery. Use this as an opportunity to showcase your interpersonal skills.

Discuss the CRM systems, reporting tools, or customer feedback platforms you’ve used, emphasizing how they helped streamline processes or enhance client interactions. Relate your experience to how these tools can benefit BILL's objectives.

Mention resources such as industry publications, webinars, or networking groups. Discuss how staying informed can help implement best practices and innovative solutions that fit clients' needs at BILL.

Focus on the importance of understanding the client’s journey and needs, establishing trust, and actively engaging with them to ensure they receive the maximum value from BILL’s services. Explain how this leads to loyalty and positive word-of-mouth.

Talk about the strategies you would employ to foster a learning environment, such as regular training sessions, mentorship opportunities, and encouraging team members to pursue their professional interests, which can contribute to it and the overall mission at BILL.