Principal Customer Success Manager

1 month ago

Vancouver, British Columbia, Canada Tipalti Full time
About the Role

We are seeking a highly skilled Principal Customer Success Manager to join our team at Tipalti. As a key member of our customer success organization, you will play a critical role in ensuring our customers achieve their desired outcomes with our products and services.

Key Responsibilities
  • Own a portfolio of 1,000+ clients, assisting with and continuing through full adoption and beyond, including rolling out new features and enhancements, integrations, and growing and expanding focusing on the customer's experience.
  • Become an expert in our products and services, staying up-to-date with product enhancements, 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.
  • Work closely with Sales, Sales Experts, 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 You
  • 3+ years of customer success or account management experience, preferably in the Fintech space.
  • Experience working with a large portfolio of customers, automating customer experiences, and driving adoption of our customer community.
  • Strong understanding of digital touch models in customer success.
  • 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 and 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.
What We Offer
  • 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.
  • 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.
Anticipated Base Pay Rate

The anticipated base pay rate for this position is CAD $130,000-$159,000. Variable pay rate will be paid in addition to the base salary noted.

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