Customer Success Manager

Tipalti; Vancouver; Hybrid; CAD 70,000 - 90,000; Full time

Job summary

A finance automation company is seeking a Customer Success Manager to manage key customer relationships. In this role, you will ensure effective product engagement, retention, and expansion. Responsibilities include developing relationships, providing insights into product usage, and driving customer satisfaction. Ideal candidates should have over 3 years of experience in customer success, preferably within SaaS or FinTech. This position is based in Vancouver, Canada, and offers a hybrid working model with competitive benefits.

Benefits

Hybrid working model

Competitive salary plus company shares

Extended benefits

3 weeks of paid vacation

Free lunch on office days

Dog-friendly office

Qualifications

• Demonstrated experience managing enterprise level accounts.
• Ability to engage with all levels in an organization.
• Experience with per usage/pricing models.

Responsibilities

• Develop and maintain relationships with Enterprise clients.
• Drive brand loyalty and customer satisfaction.
• Monitor customer accounts and address concerns proactively.

Skills

Customer success experience

Exceptional communication skills

Organizational skills

FinTech industry knowledge

Education

3+ years in customer success or SaaS/Fintech

CPA/Accounting experience preferred

Tools

Salesforce

ChurnZero

Zendesk

Job description

Overview

As a Customer Success Manager on our High Touch team, you will play a crucial role in ensuring our customers achieve their desired outcomes with our products and services. In this role, you’ll serve as the primary point of contact for some of Tipalti’s highest-profile, top‑tier customers, building and maintaining long‑lasting relationships and ultimately creating raving Tipalti fans. Your focus will be on driving the overall health of these key customer relationships—ensuring engagement, adoption, retention, and expansion of our product suite. You’ll take a proactive approach by reaching out to your assigned accounts, setting benchmarks and milestones, delivering business reviews, presenting product solutions, and providing insights into product usage, releases, and enhancements. You’ll also collect and share feedback, recommend additional products to enhance existing capabilities, and suggest ways to continuously improve the overall customer experience.

About 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.

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 Medellín.

Responsibilities

• Develop and maintain strong relationships with a portfolio of Enterprise clients during each stage of their journey after implementation, assisting with and continuing through full adoption and beyond including rolling out new features and enhancements, integrations, growing and expanding focusing on the customer’s experience


• 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


• Owner and main point of contact for our customers, monitoring customer accounts to identify areas of improvements and proactively address any issues or concerns, and act as a point of escalation for customer issues and ensure a timely resolution


• Uncover growth opportunities in your portfolio through upsells and cross sells


• Focus on net dollar retention and churn prevention


• Work closely with Sales, Sales Expert(s), 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.

Qualifications

• 3+ years of customer success experience, preferably in the SaaS and/or Fintech/payments space


• Experience managing enterprise level accounts


• Experience working within a per usage/ per consumption based pricing model


• 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/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


• CPA/Accounting experience preferred

Benefits

• Hybrid working model that requires you to be in office Monday, Tuesday, and Thursday


• Competitive salary plus company shares


• Matching RRSP


• Extended benefits, Employee Assistance Program, life insurance, AD&D, LTD


• 3 weeks of paid vacation


• Free 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

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 [e-mail] 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 [e-mail].

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

www.tipalti.com/privacy/job-candidate-privacy-notice/

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.