Team Lead, Customer Success

4 weeks ago

Vancouver, Canada Tipalti Full time

In this player/coach role, you will manage our high-touch customers and coach up to 2-5 CSMs. In collaboration with your team, you will be responsible for the health, expansion, advocacy, retention, engagement, and adoption of our product by our customers. You will work closely with your team to proactively reach out to their accounts, set benchmarks and milestones, present business reviews and product solutions, review product usage and releases, discuss enhancements and feedback, find ways to upsell new products, and make suggestions to improve the overall customer experience. As a leader, you will need to set health, revenue, and career goals for your team, meet weekly to align and prioritize, plan and own employee engagement, and partner with a manager to grow the team.

**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 more than 4,000 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 are 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**:

- Providing mentorship and leading onboarding for new team members.
- Coaching 2-5 CSM's.
- Becoming an expert in our products/services and staying up-to-date with product enhancements, consulting and sharing best practices with customers.
- Driving brand loyalty, customer satisfaction, and advocacy.
- Acting as the owner and main point of contact for our customers, monitoring customer accounts to identify areas for improvement, proactively addressing any issues or concerns, and acting as a point of escalation for customer issues to ensure timely resolution.
- Uncovering growth opportunities in your portfolio through upsells and cross-sells.
- Focusing on net dollar retention and churn prevention.
- Tracking and assessing onboarding, ramping, learning, and enablement (e.g., mock calls, live client calls - providing coaching and feedback).
- Gathering feedback on CSM team members' onboarding, learning, and enablement to make improvements.
- Participating in recruitment efforts to help select culture and skill additions to the team to drive a well-rounded, efficient, and thriving team.
- Leading structured coaching with clear processes, metrics, and timelines.
- Working closely with the Team Leaders in Sales, Sales Experts, Solutions Consultants, Implementation, Support, Product, and Marketing to proactively collect, receive, share, and act on feedback to drive collaboration.
- Facilitating monthly learning sessions to share knowledge.
- Owning special projects (e.g., creating a shadow program), coordinating with SMEs to develop training plans, streamline processes, and lead documentation.
- Providing input on mentees' performance and behaviors to the manager.
- Providing day-to-day tactical and operational support to the team.
- Managing mentee escalations.

**About you**:

- Preferred customer success or account management experience, ideally in the fintech space.
- 2+ years of experience coaching, mentoring, and developing team talents.
- 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.
- Thorough knowledge of basic accounting procedures and principles. CPA/Accounting experience preferred.
- 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.

**Our benefits package includes**:

- Hybrid working model that requires you to be in the office Monday, Tuesday, and Thursday.
- Competitive salary and stock options.
- Matching RRSP.
- Extended

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