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Manager, Customer Success

Biller Genie

Orlando, FL

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JOB DETAILS
JOB TYPE
Full-time
SKILLS
Accounts Receivable, Analysis Skills, Automation, Best Practices, Billing, Coaching, Communication Skills, Cross-Functional, Cross-Selling, Customer Acquisition, Customer Experience, Customer Relationship Management (CRM) Systems, Customer Satisfaction, Leadership, Mentoring, Metrics, Needs Assessment, People Management, Post-Sales, Product Marketing, Product Support, Resolve Customer Issues, Risk Analysis, Sales, Sales Cycle, Sales Management, Sales Prospecting, Scalable System Development, Software as a Service (SaaS), Strategic Planning, Team Lead/Manager, Team Player, Trend Analysis, Up-Selling
LOCATION
Orlando, FL
POSTED
10 days ago
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.
 

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About the Company

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Biller Genie