Customer Experience Manager

We're seeking a Customer Experience Manager (CXM) to oversee client relationships and ensure our customers maximize the value of our platform. You'll act as a strategic advisor, problem solver, and technical expertsomeone who can speak both the language of business and engineering.

You'll work directly with high-value clients to understand their technical needs, resolve issues, and proactively help them get the most out of our solutions. Additionally, you'll collaborate closely with internal teams across product, engineering, and support to ensure that customer feedback is heard and acted upon.

This role is ideal for someone who thrives in fast-paced SaaS or fintech environments and enjoys tackling complex problems with a combination of customer empathy and technical expertise.

Why join Tipalti?

Tipalti is the AI-powered platform for finance automation, elevating how finance teams operate in the global economy. We empower our customers to scale faster and smarter by removing the complexities of doing global business and accelerating their finance operations efficiency. Our platform provides a comprehensive suite of finance automation solutions designed for mid-market businesses across accounts payable, global payouts, procurement, employee expenses, corporate cards, supplier management, tax compliance, and treasury. Tipalti partners with leading financial institutions such as Citi, Wells Fargo, J.P. Morgan, and Visa, enabling over 5,000 global companies to efficiently and securely pay millions of suppliers and payees across 200+ countries and territories, in 120 currencies.

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 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. 

Founded in Israel in 2010, Tipalti is a global business headquartered in the San Francisco Bay Area (Foster City) with offices in Tel Aviv, Plano, Toronto, Vancouver, London, Amsterdam, Tbilisi and Medellin.

In this role, you will be responsible for:

• Manage client relationships, serving as the main point of contact for technical questions, concerns, and escalations.
• Understand business needs by working closely with clients to assess their technical requirements and goals.
• Provide technical guidance as a subject matter expert on our platform, offering troubleshooting support when needed.
• Lead integrations and onboarding by helping customers customize and connect our solution with their existing systems and processes.
• Quickly address problems by collaborating across teams to resolve technical issues effectively.
• Stay proactive by identifying potential risks, recommending best practices, and conducting regular check-ins to keep customers on track.
• Educate and train clients through training sessions, documentation, and ensuring confidence in using our product.
• Identify opportunities for expansion by spotting where upselling or cross-selling makes sense.
• Monitor performance by tracking usage, analyzing trends, and helping achieve key outcomes for clients.
• Work collaboratively across teams to ensure customer feedback influences product, engineering, and support improvements.

About you 

• Experience with ERP systems like NetSuite, QuickBooks, or similar.
  
  
• Knowledge of accounting concepts or financial workflows.
  
  
• Strong troubleshooting skills and the ability to clearly explain complex technical topics.
  
  
• Capacity to handle a high volume of client requests and prioritize tasks effectively.
  
  
• Excellent written and verbal communication skills.
  
  
• Comfort working cross-functionally in a fast-paced SaaS or fintech environment.
  
  
• Experience with tools like Zendesk, Salesforce, JIRA, or similar.
  
  
• Background in payments or fintech.
  
  
• Prior experience in a B2B SaaS or enterprise software company.
  
  
• Ability to write and run SQL queries (basic proficiency is a bonus).

Our benefits package includes:

• 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
• Maternity, Paternity and Fertility Treatment benefits
• 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 for this position : 73, ,000 CAD plus 10% Bonus

Our Mission

Our mission is to elevate how finance teams operate in the global economy. We empower our customers to scale faster and smarter by removing the complexities of doing global business and accelerating their finance operations efficiency. We are the AI-powered platform that automates finance.

Tipalti is fueled by a commitment to our customers and a desire to build lasting connections. Our client portfolio includes high-velocity businesses such as Amazon Twitch, GoDaddy, Roku, , and ZipRecruiter. We work hard for our 99% customer retention rate which is built on trust, reliability and innovation. Tipalti means we handled it" - a mission to which we are constantly committed.

Accommodations
Tipalti champions inclusive teams, in which every voice counts. We are committed to recruiting diverse candidates with varied personal experiences and abilities. We welcome applications from candidates belonging to historically underrepresented or disadvantaged groups, and maintain an equitable Talent Acquisition process that is free from discrimination.

As an equal opportunities employer, Tipalti complies with employment and human rights laws across the various jurisdictions in which we operate. Should you require reasonable adjustments or accommodations during the recruitment process, including access to alternate formats of materials, meeting spaces, or other accommodations that could better enable your full participation, please reach out to  for assistance.

AI Use 
We may use artificial intelligence and automated systems (collectively "AI") to screen, assess, and select candidates during our recruitment process. This includes resume screening, skills assessment, and candidate matching. You have the right to request human review of any automated decision. For more information about how we collect and use personal data and information during recruitment, please refer to our Job Candidate Privacy Notice. For additional questions about our use of AI during our recruitment process, you can contact

Privacy
We are committed to protecting the privacy interests of job applicants and candidates. For more information about our privacy practices during our Talent Acquisition process, please refer to our Job Candidate Privacy Notice below:

Job Candidate Privacy Notice | Tipalti