Manager, Customer Success

3 months ago

Toronto, Canada Tipalti Full time

This is a unique opportunity to join a fast-growing organization and have a hand in expanding the Customer Success (CS) Team footprint. In the Manager, Customer Success role, you will be responsible for growing and managing a team that will own the health, retention, engagement, and adoption of our product with our mid-sized customers. You will work closely with your team to maintain a deep understanding of account-specific requirements, be champions for our clients, and strive to enhance both their experience and success. The Manager is responsible for leading a team, with the ability to drive exceptional customer relationships and build strong teams while also being a master motivator and an exceptional analytical thinker.

**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**:

- Partner with CS Leadership to define and execute Tipalti’s success strategy.
- Hire, coach, and mentor a diverse team of talented CSM team to manage the relationships of our customers throughout the customer lifecycle.
- Set expectations and goals and manage priorities for your direct reports to contribute to team objectives.
- Define processes to plan, prioritize, execute, and measure success for CS initiatives. Prepare weekly, monthly, and quarterly reports, identify trends, make improvements, and encourage praise for meeting goals.
- Drive and measure key CS metrics, such as customer sentiment, customer retention rates, upsell/cross-sell opportunities, and develop strategies to improve these metrics.
- Manage clients during multiple stages of their product journey including rolling out new features, enhancements, integrations, and from ramping to full adoption.
- Track/assess onboarding, ramping, learning, and enablement (e.g., Mock calls, Live Client Calls - provide coaching and feedback).
- Collaborate with Sales, Solutions Consultants, Implementation, Support, Product, and Marketing to proactively collect, receive, share, and drive action on feedback received.
- Partner with other CS leaders to positively impact productivity, streamline key organizational changes, create leadership alignment, and define and accelerate process improvements to enable vision and success.
- Handle customer escalations, providing solution-oriented results to drive customer revenue and use them as coaching opportunities to further develop the team’s skillset.
- Become an expert in our products/services and stay up-to-date with product enhancements, being a consultant and sharing best practices with customers
- Drive brand loyalty, customer satisfaction, and advocacy
- 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

**About you**
- Bachelor’s Degree required.
- 3-5+ years of experience in a Manager role in Customer Success and/or Account Management, preferably in a consumption based model.
- 10+ years of relevant experience with a minimum of 3+ years of customer success or account management experience, preferably in the Fintech space.
- Prior experience excelling in a fast-paced startup or tech environment.
- Strong interpersonal skills and demonstrated ability to communicate, present and influence credibly and effectively at all levels of the organization.
- Empathetic, positive attitude with a desire to help our customers reach their goals.
- Experience with reporting and analyzing data, as well as delivering action plans against these results.
- ERP, accounts payable, and fintech experience is a plus.
- Zendesk, Salesforce, and CSM tools (Churnzero, Gainsight, Totango) experience is a plus.
- Thorough knowledge of basic accounting procedures and principles. CPA/Accounting experience preferred.
- Part-qualified or qualified experience within an accounting p

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