Director, Customer Success Operations
Innovate with purpose
At BILL, we believe in empowering the businesses that drive our economy. By replacing outdated financial processes with innovative tools, we help businesses—from startups to established brands—make smarter decisions and gain control of their operations. And we don’t stop there: we’re creating the future of financial automation so businesses can spend more time on what matters.
Working here means you become part of a vision-driven team that’s ready to tackle challenges and build cutting-edge solutions. We value purpose, drive, and curiosity—and we thrive in a fast-paced, ever-changing environment. Whether in one of our offices in San Jose, CA, Draper, UT, or working remotely, BILLders collaborate to deliver real impact for businesses that need more time in their busy weeks.
At BILL, we listen, learn, and lead—fostering collaboration and a drive for continuous growth. We’re committed to building a diverse and inclusive workplace that values each person’s unique skills and experiences. Even if you don’t meet every requirement, we’d love to hear from you—you might be just what we’re looking for, whether in this role or another.
✨ Let’s give businesses more time for what matters.
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
What’s in it for you?
Redefining how businesses automate their work is a fast-paced, exciting, and fun environment. But we also have benefits and perks to ensure the magic isn’t only experienced by our customers, but by our employees as well.
Here is a preview of some of the amazing benefits here at BILL:
- 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
Don’t believe us? Check out our culture, benefits, and teams on our career site, LinkedIn Life, or YouTube pages.
BILL is an Equal Opportunity Employer that values diversity and inclusion. We believe our best ideas come from the unique stories, perspectives, and experiences of our team members. We welcome people of all backgrounds, abilities, and identities to bring their authentic selves and contribute to our culture.
We are committed to a transparent, inclusive hiring process that reflects our values. If you need accommodations at any stage, please contact interviewaccommodations@hq.bill.com.
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