Customer Success Manager, High Touch

OverviewAs a Customer Success Manager on our High Touch team, you will play a crucial role in ensuring our customers achieve their desired outcomes with our products and services. In this role, you’ll serve as the primary point of contact for some of Tipalti’s highest-profile, top-tier customers, building and maintaining strong, long-lasting relationships and ultimately creating raving Tipalti fans. Your focus will be on driving the overall health of these key customer relationships—ensuring engagement, adoption, retention, and expansion of our product suite. You’ll take a proactive approach by reaching out to your assigned accounts, setting benchmarks and milestones, delivering business reviews, presenting product solutions, and providing insights into product usage, releases, and enhancements. You’ll also collect and share feedback, recommend additional products to enhance existing capabilities, and make suggestions to continuously 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 3000 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.In this role, you will be responsible for:ResponsibilitiesDevelop and maintain strong relationships with a portfolio of Enterprise 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 customer’s experienceBecome an expert in our products/services and stay up-to-date with product enhancements, being a consultant and sharing best practices with customersDrive brand loyalty, customer satisfaction, and advocacyOwner and 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 resolutionUncover growth opportunities in your portfolio through upsells and cross sellsFocus on net dollar retention and churn preventionWork 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 exceptional customer experience.Provide mentorship, coaching and help with onboarding new and existing team members.About you3+ years of customer success experience, preferably in the SaaS and/or Fintech/payments spaceExperience managing enterprise level accountsExperience working within a per usage/ per consumption based pricing modelERP experience, accounts payable, ChurnZero, Zendesk, Salesforce, Jira, analytic reporting, and CSM tool experience is a plusStrong understanding of the FinTech industry and our products/servicesExceptional communication and interpersonal skillsHighly organized with excellent oral and written communication skillsHigh level of enthusiasm, initiative, commitment, and professionalismAbility to build compelling value-driven client facing presentationsAbility to gather complex requirements and work with a team to design a solutionAbility to engage with all levels in an organization from the CEO, CFO, Accountant, etc.Previous Project Management role or skills are a plusCPA/Accounting experience preferredOur benefitsHybrid working model that requires you to be in office Monday, Tuesday, and ThursdayCompetitive salary plus company sharesMatching RRSPExtended benefits, Employee Assistance Program, life insurance, AD&D, LTD3 weeks of paid vacationFree lunch on office daysFresh fruit, snacks & drinks in officeDog-friendly officeConveniently located close to transitPhone/internet allowanceRegular company-wide social eventsMultiple ERG groups celebrating our diversity and creating an inclusive cultureThe anticipated base pay rate for this position is $85,000-95,000 annually. Variable pay rate will be paid in addition to the base salary noted.Tipalti’s sales teams drive global growth for our best-in-class product. Whether you are an account executive, sales development representative, or solutions consultant, you’ll 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.Our MissionOur 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.AccommodationsTipalti 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 hr@tipalti.com for assistance.PrivacyWe 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 | Tipaltiwww.tipalti.com/privacy/job-candidate-privacy-notice/ #J-18808-Ljbffr