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Customer Success Manager
2 months ago
We are seeking an experienced Customer Success Manager to join our team at Tipalti. As a Customer Success Manager, you will be responsible for leading a team of Customer Success Managers to drive customer satisfaction, retention, and growth.
Key Responsibilities- Partner with CS Leadership to define and execute Tipalti's success strategy.
- Hire, coach, and mentor a diverse team of talented CSMs 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.
- 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 practice or commercial accounting department.
- Relevant accounting certification (part or fully qualified), including but not limited to CPA, ACA, ACCA, or CIMA.
- Thorough knowledge of basic accounting procedures and principles.
We offer a competitive salary range of $115,000 - $128,000, plus variable pay. We are a well-funded, late-stage start-up backed by high-profile investors, with a collaborative culture and a flexible workplace. We pride ourselves on our product quality and the capabilities of our people. Tipaltians are passionate about the work they do, and keen to get the job done. We offer career coaching, a competitive benefits package, and an environment where diverse individuals can thrive and make an impact.
