Customer Success Manager

As a Customer Success Manager, you will be crucial in ensuring our customers achieve their desired outcomes with our products/services. You will be our customers' primary point of contact, responsible for creating raving Tipalti fans by building and maintaining strong, long-lasting relationships. Your focus will be on the health of your customer relationships, experience, engagement, adoption, retention, and product expansion with our customers. In this role, you will proactively reach out to your assigned accounts, set benchmarks and milestones, present business reviews, product solutions, review product usage, product releases, enhancements, discuss feedback, suggest new products that will enhance their existing capabilities where we can, and make suggestions to improve the overall customer experience.

Why join Tipalti?

Tipalti is one of the world’s fastest-growing fintech companies. We free finance professionals to lead by modernizing the entire payables operation. We are a well-funded, late-stage start-up backed by high-profile investors. Our 2021 Series F funding round raised $270 million, valuing us at over $8.3 billion. With total funding of just over $550 million, and with more than 4000 global customers, Tipalti is one of the most valuable private fintech companies in the world.

At Tipalti, we pride ourselves on our collaborative culture, the quality of our product and the capabilities of our people. Tipaltians are passionate about the work they do, and keen to get the job done. Tipalti offers competitive benefits, a flexible workplace, career coaching, and an environment where diverse individuals can thrive and make an impact. Our culture ensures everyone checks their egos at the door and stands ready to reach for success together.

Founded in Israel in 2010, Tipalti is a global business headquartered in the San Francisco Bay Area (Foster City) with offices in Tel Aviv, Plano, Toronto, Vancouver, London, Amsterdam and Tbilisi.

In This Role, You Will Be Responsible For

• Develop and maintain strong relationships with a portfolio of 45+ clients during each stage of their journey after implementation, assisting with and continuing through full adoption and beyond. This includes rolling out new features and enhancements, integrations, growing and expanding, and focusing on the customer’s experience.
• Become an expert in our products/services, stay up-to-date with product enhancements, and be a consultant and share best practices with customers.
• Drive brand loyalty, customer satisfaction, and advocacy
• Owner and primary point of contact for our customers, monitoring customer accounts to identify areas of improvement and proactively address any issues or concerns, and act as a point of escalation for customer issues and ensure a timely resolution
• Uncover growth opportunities in your portfolio through upsells and cross-sells
• Focus on net dollar retention and churn prevention with a north star of Customer experience, advocacy, and loyalty
• Work closely with Sales, Sales Expert(s), Solutions Consultants, Implementation, Support, Product, and Marketing to proactively collect, receive, share, and action on feedback to drive collaboration and adoption.
• Use data to prioritize and change prioritizations internally across the organization to help drive an exceptional customer experience.
• Provide mentorship, coaching, and help with onboarding new and existing team members.

About You

• 2+ years of customer success or account management experience, preferably in the Fintech space.
• ERP experience, accounts payable, Gainsight, Zendesk, Salesforce, Jira, analytic reporting, and CSM tool experience are a plus
• Strong understanding of the SaaS business model and knowledge of the fintech industry is a plus
• Exceptional communication and interpersonal skills
• Highly organized with excellent oral and written communication skills
• High level of enthusiasm, initiative, commitment, and professionalism
• Ability to build compelling value-driven client-facing presentations
• Ability to gather complex requirements and work with a team to design a solution
• Ability to engage with all levels in an organization, from the CEO, CFO, Accountant, etc.
• Previous Project Management role or skills are a plus
• Part-qualified or qualified experience within an accounting practice or commercial accounting department
• Relevant accounting certification (part or fully qualified), including but not limited to CPA, ACA, ACCA, or CIMA
• Thorough knowledge of basic accounting procedures and principles. CPA/Accounting experience preferred.
• Hybrid working model that requires you to be in office Monday, Tuesday, and Thursday
• Competitive salary and stock options
• Matching RRSP
• Extended benefits, Employee Assistance Program, life insurance, AD&D, LTD
• Maternity, Paternity and Fertility Treatment benefits
• 15 days of PTO
• Subsidized lunch on office days
• Fresh fruit, snacks & drinks in office
• Dog-friendly office
• Conveniently located close to transit
• Phone/internet allowance
• Regular company-wide social events
• Multiple ERG groups celebrating our diversity and creating an inclusive culture

Base Salary Range: $84,000 - $105,000 CAD annually.

Bonus: Target bonus is 10% of base salary. Bonus entitlement is based on a combination of organizational results, individual performance, and relative contribution, as assessed by Tipalti in its sole discretion, to be formalized and communicated to you following your start date.

Expected Total Compensation: $92,400 - $115,500 CAD annually (includes base salary plus target bonus/commission).

The compensation information, above, reflects our reasonable expectation for this role based on several factors, including current market conditions. Final compensation will be determined through individual assessment of experience, skills, qualifications, and other job-relevant factors. Actual offers may vary within or, only in exceptional circumstances, outside the stated range based on the candidate's unique qualifications and our comprehensive evaluation process. We are committed to equitable compensation practices in compliance with applicable employment laws.

Our Mission

Our mission is to elevate how finance teams operate in the global economy. We empower our customers to scale faster and smarter by removing the complexities of doing global business and accelerating their finance operations efficiency. We are the AI-powered platform that automates finance.

Tipalti is fueled by a commitment to our customers and a desire to build lasting connections. Our client portfolio includes high-velocity businesses such as Amazon Twitch, GoDaddy, Roku, WordPress.com, and ZipRecruiter. We work hard for our 99% customer retention rate which is built on trust, reliability and innovation. Tipalti means we handled it" - a mission to which we are constantly committed.

Accommodations

Tipalti champions inclusive teams, in which every voice counts. We are committed to recruiting diverse candidates with varied personal experiences and abilities. We welcome applications from candidates belonging to historically underrepresented or disadvantaged groups, and maintain an equitable Talent Acquisition process that is free from discrimination.

As an equal opportunities employer, Tipalti complies with employment and human rights laws across the various jurisdictions in which we operate. Should you require reasonable adjustments or accommodations during the recruitment process, including access to alternate formats of materials, meeting spaces, or other accommodations that could better enable your full participation, please reach out to View email address on ca.workus.org for assistance.

AI Use

We may use artificial intelligence and automated systems (collectively "AI") to screen, assess, and select candidates during our recruitment process. This includes resume screening, skills assessment, and candidate matching. You have the right to request human review of any automated decision. For more information about how we collect and use personal data and information during recruitment, please refer to our Job Candidate Privacy Notice. For additional questions about our use of AI during our recruitment process, you can contact View email address on ca.workus.org.

Privacy

About

We are committed to protecting the privacy interests of job applicants and candidates. For more information about our privacy practices during our Talent Acquisition process, please refer to our Job Candidate Privacy Notice below:

Job Candidate Privacy Notice | Tipalti