Customer Success Manager

As a Customer Success Manager you will play a crucial role in ensuring our customers achieve their desired outcomes with our products/services. You will be the primary point of contact for our customers 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 expansion of our product with some of our highest profile top tier 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 the AI-powered platform for finance automation elevating 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. Our platform provides a comprehensive suite of finance automation solutions designed for mid-market businesses across accounts payable global payouts procurement employee expenses corporate cards supplier management tax compliance and treasury. Tipalti partners with leading financial institutions such as Citi Wells Fargo J.P. Morgan and Visa enabling over 5000 global companies to efficiently and securely pay millions of suppliers and payees across 200 countries and territories in 120 currencies.

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 Tbilisi and Medellin.

In this role you will be responsible for:

• Developing and maintaining strong relationships with a portfolio of clients during each stage of their journey after implementation assisting with and continuing through full adoption and beyond including rolling out new features and enhancements integrations growing and expanding focusing on the customers experience
• Becoming an expert in our products/services and stay up-to-date with product enhancements being a consultant and sharing best practices with customers
• Driving brand loyalty customer satisfaction and advocacy
• Owning and being the main point of contact for our customers monitoring customer accounts to identify areas of improvements and proactively address any issues or concerns and act as a point of escalation for customer issues and ensure a timely resolution
• Uncovering growth opportunities in your portfolio through upsells and cross sells
• Focusing on net dollar retention and churn prevention
• Working 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.
• Using data to prioritize and change prioritizations internally across the organization to help drive exceptional customer experience.
• Providing mentorship coaching and help with onboarding new and existing team members.

About you

• 3 years of customer success experience preferably in the SaaS or FinTech/payments space
• Experience with working within a per usage/ per consumption based pricing model
• ERP experience accounts payable ChurnZero Zendesk Salesforce Jira analytic reporting and CSM tool experience is a plus
• Strong understanding of the FinTech industry and our products/services
• 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
• CPA/Accounting experience preferred

Our benefits package includes:

• 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
• Conveniently located close to transit
• Phone/internet allowance
• Regular company-wide social events
• Multiple ERG groups celebrating our diversity and creating an inclusive culture

Anticipated base pay rate for this position: $82000-95000K. Variable (commission or bonus) pay rate will be paid in addition to base salary noted above.

Tipaltis sales teams drive global growth for our best-in-class product. Whether you are an account executive sales development representative or solutions consultant youll be joining a team of individuals who thrive within a fast-paced metrics- and performance-driven sales organization. Our collaborative culture ensures that our sales teams work as one to deliver on common goals whilst being provided with the resources to learn and grow via the Tipalti Academy.

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