• Lead, coach, and develop the North America CSM team, including Team Leads where applicable. • Set clear expectations tied to retention, qualified opportunity generation, SIS lead creation, and account management discipline. • Own regional churn forecasting and lead regular risk reviews to ensure risks are identified early, documented clearly, and actively mitigated. • Step into high-risk or high-value customer situations as needed to support save plans, renewals, and executive alignment. • Ensure renewals are managed proactively, forecasted accurately, and documented cleanly in Salesforce. • Drive expansion discipline by coaching CSMs on opportunity identification, lead quality, and effective partnership with Sales. • Enforce consistent use of Salesforce and Catalyst for health monitoring, risk tracking, task management, and account planning. • Partner cross-functionally with Sales, Support, Implementation, and Product to resolve escalations and improve customer outcomes. • Hire, onboard, manage, and develop talent, including succession planning for future Team Leads and Managers. • Provide regular reporting and recommendations on regional risk, team performance, process gaps, and staffing needs.

• As the main point of contact for our clients, once a trip is planned and confirmed, you demonstrate exceptional commitment by finding creative solutions to daily challenges to ensure the best possible customer experience. • You will independently inform and advise our clients on changes to their trip. • You anticipate potential issues, prevent escalation situations, and resolve complex customer problems through proactive measures. • You enjoy working independently and like resolving complex customer requests on your own.

About GitHub GitHub is the world’s leading platform for agentic software development — powered by Copilot to build, scale, and deliver secure software. Over 180 million developers, including more than 90% of the Fortune 100 companies, use GitHub to collaborate, and more than 77,000 organisations have adopted GitHub Copilot. Locations In this role you can work from Remote, United States Overview GitHub is growing its Customer Success Architecture team and we're seeking experienced professionals to elevate our customer engagement efforts. As a Customer Success Architect II on our Success at Scale team, you will leverage business and industry insights to align GitHub's technology solutions with customer digital transformation initiatives and act as a liaison between customers and internal teams to provide feedback and improve solutions. The ideal candidate will be a trusted advisor, driving customer success at scale by shaping strategic technology solutions while gaining hands-on experience in digital transformation initiatives, deepening technical expertise, and contributing to the evolution of GitHub’s customer engagement strategies. Responsibilities - Combine business and industry insights to identify customer requirements and align them with product features, ensuring technology solutions meet specific customer needs and drive digital transformation initiatives. - Provide coaching and technical guidance on technology profiles and strategies, leveraging industry and business knowledge to position GitHub solutions effectively. - Coordinate efforts to resolve any blockers to solution implementation, contributing to the creation of technological and business roadmaps to ensure successful deployment and customer satisfaction. - Use readiness resources to support customer technology adoption, contributing to skilling initiatives and helping customers integrate GitHub with their existing development tools and workflows. - Act as a trusted advisor by translating complex technical concepts into actionable strategies for diverse audiences, influencing customer engagement and driving business transformation. - Serve as the voice of the customer by providing feedback and challenges to internal teams, escalating pressing issues to ensure appropriate solutions are delivered. - Assist in building and delivering content, acting as a liaison for customers and helping to identify and present solutions to customer issues. - Work with product development, engineering, and sales teams to ensure customer feedback is integrated into product roadmaps and to align on strategic initiatives that enhance customer satisfaction and product adoption. - Engage in time-bound post-sales activities with customers, aligning partners and stakeholders to drive solution implementation and developing external relationships within the customer organization where necessary. - Contribute to technical delivery initiatives aimed at improving customer success and retention by developing best practices for product usage and facilitating workshops or enablement sessions for customers. Qualifications Required Qualifications: - 3+ years' experience in technical consulting, technical consultative selling, or related technical/sales/industry experience, - OR Bachelor's degree in Computer Science, Information Technology, Engineering, or related field AND 1+ year(s) experience in technical consulting, technical consultative selling, or related technical/sales/industry experience, - OR equivalent experience. Preferred Qualifications: - 5+ years experience in technical consulting, technical consultative selling, or related technical/sales/industry experience, - OR Bachelor's Degree in Computer Science, Information Technology, Engineering, or related field AND 3+ years experience in technical consulting, technical consultative selling, or related technical/sales/industry experience, - OR Master's Degree in Computer Science, Information Technology, Engineering, or related field AND 1+ year(s) experience in technical consulting, technical consultative selling, or related technical/sales/industry experience - OR equivalent experience. - Experience in the software development industry, with the ability to translate complex technical concepts into clear, actionable strategies for customers. - Experience in identifying and resolving blockers to solution implementation, with a focus on enhancing customer satisfaction and driving successful technology deployments. - Knowledge of application security programs and secure software development practices. Compensation Range The base salary range for this job is USD $62,480.00 - USD $165,680.00 /Yr. In addition, this role also has the opportunity to earn sales incentives. On target earnings (OTE) is based on a 80/20 base salary/sales incentive. These pay ranges are intended to cover roles based across the United States. An individual's base pay depends on various factors including geographical location and review of experience, knowledge, skills, abilities of the applicant. At GitHub certain roles are eligible for benefits and additional rewards, including annual bonus and stock. These rewards are allocated based on individual impact in role. In addition, certain roles also have the opportunity to earn sales incentives based on revenue or utilization, depending on the terms of the plan and the employee's role. GitHub values - Customer-obsessed - Ship to learn - Growth mindset - Own the outcome - Better together - Diverse and inclusive Manager fundamentals - Model - Coach - Care Leadership principles - Create clarity - Generate energy - Deliver success Who We Are GitHub is the world’s leading AI-powered developer platform with 150 million developers and counting. We’re also home to the biggest open-source community on earth (and 99% of the world’s software has open-source code in its DNA). Many of the apps and programs you use every day are built on GitHub. Our teams are dreamers, doers, and pioneers, leading the way in AI, driving humanitarian efforts around the globe, and even sending open source to Mars (and beyond!). At GitHub, our goal is to create the space you need to do your best work. We’re remote-first and offer competitive pay, generous learning and growth opportunities, and excellent benefits to support you, wherever you are—because we know that people flourish when they can work on their own terms. Join us, and let’s change the world, together. EEO Statement GitHub is made up of people from a wide variety of backgrounds and lifestyles. We embrace diversity and invite applications from people of all walks of life. We don't discriminate against employees or applicants based on gender identity or expression, sexual orientation, race, religion, age, national origin, citizenship, disability, pregnancy status, veteran status, or any other differences. Also, if you have a disability, please let us know if there's any way we can make the interview process better for you; we're happy to accommodate!

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 in a remote-eligible role, BILLders collaborate to deliver real impact for businesses that need more time in their busy weeks. BILL builds high performing teams and we seek to hire the best talent for every role. We're committed to building a workplace that fosters inclusion and diverse perspectives, valuing each person’s unique skills and experiences. 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 Join BILL as a Scaled Customer Success Manager and help small and mid-size businesses modernize how they manage payables, receivables, and spend & expense. In this high-ownership, quota-carrying role, you’ll help manage a shared book of business and be accountable for retention, expansion, and renewals. You’ll guide customers to measurable outcomes through data-driven success plans, executive conversations, and best‑practice enablement that deepens adoption across our platform. You’ll sit within our Post-Sales organization and focus on proactive engagement, customer health, and product adoption at scale. The team monitors health metrics, runs training webinars, uses data to anticipate customer needs, and partners with Sales, Support, Product, and Operations to deliver a seamless customer experience. If you love blending customer success, cross-sales, data-driven decision making and you’re energized by helping small businesses succeed, this role is for you! Responsibilities: - Own and manage a shared book of SMB customers, using data to drive outcomes. - Deliver on revenue and retention goals by reducing churn, driving renewals, and identifying upsell/cross-sell opportunities. - Run training sessions and webinars to ensure customers are properly configured, enabled on best practices, and confident using our products. - Monitor customer health metrics and platform usage, using data and alerts to prioritize outreach, mitigate risk, and uncover expansion opportunities. - Have value-driven conversations with finance and accounting stakeholders (e.g., controllers, accountants, CFOs) to understand their goals and connect them to BILL solutions. - Capture clear notes, next steps, and CTAs in our systems so the broader team can support, follow up, and expand relationships over time. - Develop and maintain deep product expertise across BILL’s solutions, including expense reporting and modern accounting practices, to act as a consultative partner to customers. - Collaborate cross-functionally to resolve issues, remove friction, and deliver a consistent customer experience. We’d love to chat if you have: - Experience in customer-facing, revenue-tied roles such as customer success, account management, inside sales, banking, or finance. - You consistently meet performance targets and quotas by taking a proactive, self-starting approach and maintaining a strong focus on results even in ambiguous situations. - Use data and curiosity to diagnose issues, spot trends, and make thoughtful recommendations that balance customer and business needs - Excel in high-volume environments by maintaining strict discipline in process following, queue management, and organization to ensure effective prioritization and time management. - You are a persuasive and empathetic communicator, skilled at building rapport and resolving conflict across various platforms while effectively presenting to groups in both formal and informal settings (webinars, training, or customer meetings). - Ability to build trust quickly, listen and consult with clients, not just “check the box” on activities. - Basic understanding of financial reports (e.g., Balance Sheet, Income Statement) and how they relate to business health. - Basic familiarity with accounting systems such as QuickBooks, Intacct, NetSuite, or similar tools. Nice to have: - 2+ years in a customer-facing, revenue-responsible role in a SaaS company - Experience in finance/accounting or with AP/AR workflows. - Experience with Gainsight, Salesforce, or similar customer success platform The On Target Earnings (OTE) range for this role is noted below for our office location in San Jose, CA. This role is eligible to participate in BILL’s sales incentive and equity plans. 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 $88,000—$105,600 USD The On Target Earnings (OTE) range for this role is noted below for our office location in Draper, UT. This role is eligible to participate in BILL’s sales incentive and equity plans. 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. Draper UT pay range $74,800—$89,800 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. 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. To ensure a fair evaluation, our Candidate Integrity Policy prohibits the use of unapproved external assistance, including generative AI, during live interviews or assessments. Doing so will result in a review and potential disqualification. Our Applicant Privacy Notice describes how BILL treats the personal information it receives from applicants.