Customer Success Manager

3 weeks ago

Vancouver, British Columbia, Canada Tipalti Full time

As a Customer Success Manager – Enterprise at Tipalti, you will play a pivotal role in ensuring our customers achieve their desired outcomes with our products and services. You will be the primary point of contact for our customers, responsible for building and maintaining strong, long-lasting relationships. Your focus will be on the health of your customer relationships, experience, engagement, adoption, retention, and expansion of our product with some of our highest profile, top-tier customers.

Key Responsibilities:

  • Develop and maintain strong relationships with a portfolio of 30+ clients during each stage of their journey after implementation, assisting with and continuing through full adoption and beyond.
  • Become an expert in our products and 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.
  • Owner and main point of contact for our customers, monitoring customer accounts to identify areas of improvements and proactively address any issues or concerns.
  • 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.
  • 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:

  • 5+ years of customer success or account management experience, preferably in the Fintech space.
  • 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.
  • Part-qualified or qualified experience within an accounting practice or commercial accounting department, preferred.

The anticipated base pay rate for this position is $77,000-$88,000 CAD. Variable pay rate will be paid in addition to the base salary noted.

Tipalti's sales teams drive global growth for our best-in-class product. Whether you are an account executive, sales development representative, or solutions consultant, you'll be joining a team of individuals who thrive within a fast-paced, metrics- and performance-driven sales organization. Our collaborative culture ensures that our sales teams work as one to deliver on common goals, whilst being provided with the resources to learn and grow via the Tipalti Academy.

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