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Lead Customer Success Strategist

2 months ago

Vancouver, British Columbia, Canada Tipalti Full time

As a Lead Customer Success Strategist, you will be instrumental in guiding our clients towards realizing their goals with our offerings. You will serve as the primary liaison for our clients, dedicated to transforming them into enthusiastic advocates for Tipalti by fostering and nurturing robust, enduring partnerships. Your emphasis will be on the vitality of client relationships, user experience, engagement, adoption, retention, and the expansion of our solutions with some of our most prestigious clients. In this capacity, you will proactively engage with your designated accounts, establish benchmarks and milestones, conduct business reviews, present product solutions, assess product utilization, discuss enhancements, gather feedback, propose new solutions that can augment their existing capabilities, and recommend improvements to enhance the overall client experience.

Why join Tipalti?

Tipalti stands as one of the fastest-growing fintech enterprises globally. We empower finance professionals to excel by modernizing the entire payables process. As a well-capitalized, late-stage startup supported by prominent investors, we have achieved significant milestones in our funding journey. With a robust client base exceeding 4000 globally, Tipalti is recognized as one of the most valuable private fintech firms worldwide.

At Tipalti, we take pride in our collaborative environment, the excellence of our product, and the capabilities of our team. Our employees are passionate about their work and are committed to achieving results. We offer competitive benefits, a flexible work environment, career development opportunities, and a culture that fosters diversity and impact. Our ethos encourages everyone to set aside personal egos and work collectively towards shared success.

In this role, you will be responsible for:

  • Cultivating and sustaining strong relationships with a portfolio of over 30 clients throughout their journey post-implementation, assisting with full adoption and beyond, including the rollout of new features and enhancements, integrations, and focusing on the client's experience
  • Becoming a subject matter expert in our products/services and remaining informed about product enhancements, serving as a consultant and sharing best practices with clients
  • Promoting brand loyalty, client satisfaction, and advocacy
  • Acting as the primary contact for our clients, monitoring accounts to identify areas for improvement, proactively addressing any issues or concerns, and serving as a point of escalation for client matters to ensure timely resolutions
  • Identifying growth opportunities within your portfolio through upselling and cross-selling initiatives
  • Concentrating on net dollar retention and churn prevention with a focus on client experience, advocacy, and loyalty
  • Collaborating closely with Sales, Solutions Consultants, Implementation, Support, Product, and Marketing teams to gather, share, and act on feedback to drive collaboration and adoption.
  • Utilizing data to prioritize and adjust internal initiatives across the organization to enhance exceptional client experiences.
  • Providing mentorship, coaching, and support in onboarding new and existing team members.

About you:

  • Over 10 years of relevant experience, including a minimum of 5 years in customer success or account management, preferably within the fintech sector.
  • Familiarity with ERP systems, accounts payable, ChurnZero, Zendesk, Salesforce, Jira, analytic reporting, and customer success management tools is advantageous
  • Strong comprehension of the fintech landscape and our offerings
  • Outstanding communication and interpersonal abilities
  • Highly organized with excellent verbal and written communication skills
  • A high degree of enthusiasm, initiative, commitment, and professionalism
  • Capability to create compelling, value-driven client presentations
  • Proficiency in gathering complex requirements and collaborating with a team to design effective solutions
  • Ability to engage with all organizational levels, from executives to operational staff.
  • Previous experience in project management or related skills is a plus
  • Comprehensive knowledge of fundamental accounting principles and procedures. CPA or accounting experience is preferred.
  • Relevant accounting certification (partially or fully qualified), including but not limited to CPA, ACA, ACCA, or CIMA.
  • Thorough understanding of basic accounting principles and practices

The anticipated base compensation for this position is competitive and reflective of experience and qualifications. Variable compensation may be provided in addition to the base salary.

Interested in learning more about us?

Tipalti is the sole provider managing both global partner payments and accounts payable workflows for high-velocity organizations across the entire financial operations cycle: onboarding and managing global suppliers, instituting procurement controls, streamlining invoice processing and approvals, executing payments globally, and reconciling payables data across multi-subsidiary finance organizations. Tipalti enables companies to scale efficiently by making payables strategic with operational, compliance, and financial controls. Through Tipalti, our clients can securely and efficiently pay thousands of partners and suppliers in numerous countries within minutes.

Tipalti is driven by a commitment to our clients and a desire to foster lasting relationships. Our client portfolio includes high-velocity businesses such as Amazon Twitch, GoDaddy, Roku, and ZipRecruiter. We strive for our impressive customer retention rate, built on trust, reliability, and innovation.