Role Description Join BILL as a Senior Strategic Customer Success Manager and help our largest, most complex customers realize the full value of our financial automation platform across AP, AR, and spend and expense management. You’ll own a strategic book of 80–110 mid-market and larger SMB accounts, driving product adoption, expansion, and subscription renewals against a monthly quota. Partnering closely with Sales, Product, and Operations, you’ll lead executive business reviews with controllers and CFOs, using data to turn usage insights into measurable business outcomes and long-term partnerships. If you thrive in a revenue-owning customer success role where you can influence product, shape strategy, and modernize customers’ finance operations, this role is for you. Responsibilities - Drive continual product adoption, expansion sales, and subscription renewals of the BILL platform to meet or exceed a monthly quota. - Manage and retain relationships in a mid-market book of 80–110 accounts, serving as the primary point of contact for controllers and CFOs. - Monitor customer health, product utilization, and trends in customer spend, using data to drive proactive outreach, prevent churn, and uncover expansion opportunities. - Conduct virtual and on-site executive business reviews focused on product configuration, best practices, and value realization for finance leaders at mid-market and larger SMB companies. - Deliver engaging training webinars and enablement sessions for end users of the BILL platform. - Develop and maintain an in-depth knowledge of BILL’s products and services, including new offerings as they launch. - Build a strong understanding of Accounts Payable, Accounts Receivable, and Spend and Expense processes and accounting practices to advise customers on optimized workflows. - Collaborate closely with Sales, Product, Operations, and other internal partners to resolve complex customer issues and deliver outcomes that support renewal and expansion. Qualifications - 5+ years in customer-facing, revenue-owning SaaS roles (such as Customer Success Manager or Account Manager), with a consistent track record of hitting or exceeding quota. - Proven success managing, growing, and retaining mid-market accounts, including responsibility for renewals and expansion. - Ability to explain complex technical or product concepts in clear, business-friendly language to customers, and to translate customer needs back to internal stakeholders. - Experience leading cross-functional initiatives to deliver customer outcomes and navigate complex projects. - Exceptional communication and presentation skills, with demonstrated ability to influence effectively at all levels, including executive and C-level audiences. - Proficiency with Salesforce and strong time-management and prioritization skills in a metrics-driven environment. - Experience or strong interest in finance/accounting, AP/AR, or expense management workflows. - Working knowledge of financial reports and common accounting systems (for example, QuickBooks or NetSuite). - Experience using customer success tools such as Gainsight to log interactions, manage CTAs, and track customer health. Requirements - This position is not eligible for visa sponsorship. Applicants must have authorization to work in the United States without requiring visa sponsorship now or in the future. Benefits - 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.

• Collaborate with Riveron team members to develop effective OneStream solutions • Lead client specific monthly Administrative and Managed Service needs including but not limited to daily Helpdesk support, Application Performance Monitoring, Month End Close and Consolidation Tasks, Budget/Forecast Tasks, Enhanced/New Report development, and Client Training and Documentation. • Work directly with Riveron team members to develop business requirements and translate requirements into specific OneStream functionality • Assist with workshops to define implementation strategy • Lead/assist with implementation team(s) in executing implementation • Ensure completion of tasks, milestones, and components including but not limited to functional specifications, design specifications, configurations, quality assurance, implementations, and project reviews for engagements • Lead/assist with other engagement quality assurance efforts to deliver a superior implementation • Define integration requirements and collaborate with integration teams to interface other outside applications with OneStream

• Evaluate current processes and make necessary improvements or changes as needed • Continuously develop team members and skillsets • Stay up-to-date on changes in the Real Estate industry and laws • Work directly with our clients to understand their needs and relay information to team members • Build, update, and maintain database tables • Collaborate with other departments in order to deliver optimal results and prioritize a smooth client experience • Work collaboratively in a team setting to design, develop, test, and continually improve our products • Give and receive constructive feedback in a peer review environment • Proactively stay up-to-date on the latest product updates and software releases • As a leader, aid in the enforcement of company policies • Manage escalations and solve high-importance issues • Maintain coding, compliance, and security standards • Take ownership of decision-making and utilize data and know-how to make informed choices • Hire and train new team members, and manage performance of existing team • Approve vacation and personal time-off requests for direct reports • Provide growth opportunities to direct reports through professional development, company resources, and your network

• Contribute hands-on to documentation while managing and mentoring writers; model quality standards through your own work • Design and implement documentation content structure and taxonomy across MeridianLink product suite; ensure consistency and discoverability • Build and maintain content authoring infrastructure (tool implementation, template management, publishing workflows) • Partner with support and CSM organizations to define a comprehensive plan for customer-facing content that incorporates technical documentation, FAQs, KBs, and training materials. • Manage technical writing team: hiring, mentoring, workload assignment, performance management • Authoring: Write substantial portions of administrator and user guides; mentor writers on complex/high-stakes content • Define documentation process and standards; establish style guide, review cadence, and quality gates • Partner with product and engineering on documentation scope, requirements, and release timing • Oversee documentation release cycle aligned with product launches • Analyze user feedback and support tickets to identify content gaps and prioritize improvements