Customer Success Manager, High Touch

Tipalti; Vancouver; Hybrid; CAD 85,000 - 95,000; Full time

Job summary

A leading fintech company is seeking a Customer Success Manager to maintain relationships with enterprise clients. This position includes driving customer satisfaction, overseeing account management, and collaborating with various departments. Ideal candidates will have 3+ years in customer success, particularly in the SaaS or fintech space. The role offers a hybrid working model and competitive salary ranging from $85,000 to $95,000 annually.

Benefits

Competitive salary plus company shares

Matching RRSP

3 weeks of paid vacation

Free lunch on office days

Dog-friendly office

Qualifications

• 3+ years of customer success experience.
• Experience managing enterprise level accounts.
• Strong understanding of the FinTech industry and products/services.
• Ability to engage with all levels in an organization.

Responsibilities

• Develop and maintain strong relationships with clients.
• Drive brand loyalty, customer satisfaction, and advocacy.
• Owner and main point of contact for customers.
• Uncover growth opportunities in your portfolio.

Skills

Customer success experience

Interpersonal skills

Organization

Communication skills

Project Management

Education

Experience in SaaS or Fintech

CPA/Accounting experience

Tools

ChurnZero

Salesforce

Zendesk

Jira

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 strong, 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 make suggestions to continuously improve the overall customer experience.

Why join Tipalti?

Tipalti is one of the world’s fastest-growing fintech companies. We free finance professionals to lead by modernizing the entire payables operation. We are a well-funded, late-stage start-up backed by high-profile investors. Our 2021 Series F funding round raised $270 million, valuing us at over $8.3 billion. With total funding of just over $550 million, and with more than 3000 global customers, Tipalti is one of the most valuable private fintech companies in the world.

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.

In this role, you will be responsible for:

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.

About you

• 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

Our 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

The anticipated base pay rate for this position is $85,000-95,000 annually. 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.

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, WordPress.com, 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 [e-mail] for assistance.

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/