Billing Manager

What You'll Own

Team Leadership

• Manage and develop teams responsible for customer billing support and billing QA.
• Set clear expectations, coach performance, and drive accountability.
• Build scalable processes, documentation, and playbooks that improve efficiency and consistency.

Billing Operations

• Own the end-to-end order-to-cash billing process.
• Serve as the primary point of contact for our billing platform partner.
• Work hand-in-hand with our billing QA analysts to investigate discrepancies, identify root causes, and improve billing accuracy.
• Partner with internal teams and our billing vendor to resolve billing issues and ensure fixes are implemented.

Client Experience

• Lead resolution of escalations and payment disputes (chargebacks).
• Partner with the GTM teams to resolve issues quickly and improve the customer experience.
• Identify issues proactively before they impact clients.
• Manage credit & refunds.

Accounts Receivable & Collections

• Own collections efforts, including overdue invoices, deactivations, and bad debt tracking.
• Escalate risks early and drive cross-functional resolution.

Reporting & Analytics

• Build reporting that provides visibility into billing performance, collections, and client health.
• Track trends, identify risks, and communicate insights to stakeholders.

What We're Looking For

Experience

• 5–7 years of experience in billing, accounts receivable, collections or a related function, preferably in a SaaS or subscription business.
• Experience managing teams and driving accountability against service levels and performance expectations.
• Experience with an AI native billing platform preferred, but not required.

Leadership & Mindset

• Extremely detail-oriented - you catch what others miss and have strong follow-through.
• A roll-up-your-sleeves operator who is productive without close oversight.
• Proactively improves processes and follows through to execution.
• Critical thinking & judgment - makes thoughtful decisions, exercises discretion, and tailors communication and solutions to the situation and client needs.
• Resourceful and self-sufficient, with the initiative to solve problems and find answers.
• Flexible and resilient, with the ability to adapt quickly as the business evolves and priorities change.
• Trusted cross-functional partner and go-to expert for billing related matters.

Technical Skills

• Comfortable working across billing systems, spreadsheets, and reporting tools.
• Strong written and verbal communication skills.
• Experience with Salesforce, Tabs, Rillet, PandaDoc, Stripe, Notion, and Slack is preferred but not required.