Senior Customer Success Manager, Partnerships

Socket.dev; Toronto; Hybrid; CAD 102,000 - 128,000; Full time

Benefits offered by this job

Hybrid working model

Competitive salary and stock options

Matching RRSP

Extended benefits

PTO 15 days

Office perks

Job summary

Tipalti is seeking a Senior Customer Success Manager, Partnerships, to own the post-go-live experience for customers brought through our strategic partner ecosystem. You will manage a portfolio of customers, drive adoption, retention, and growth, and act as a trusted advisor to senior stakeholders across the customer journey.

Join a new function and help shape Partner CS operations while collaborating with Alliances and Partner teams to ensure a connected, consistent experience.

Qualifications

• 5+ years of Customer Success or Account Management experience in SaaS/Fintech/B2B environments.
• Proven track record as a Senior Customer Success Manager managing complex relationships.
• Experience with partner/ecosystem environments is a plus.
• Experience managing a portfolio of high-value customers and engaging senior stakeholders.
• Commercial mindset with ability to identify growth opportunities and coordinate with sales/AM teams.
• Ability to navigate complex cross-functional relationships and drive initiatives.
• Experience using AI tools to improve customer outcomes and operational efficiency.

Responsibilities

• Own post-go-live experience for a portfolio of customers referred via partner ecosystem.
• Build trusted relationships with senior stakeholders and act as strategic advisor.
• Manage customer health, adoption, retention, and growth; drive expansion opportunities.
• Collaborate with Accounts, Alliances, Support and other teams to deliver value.
• Navigate escalations and coordinate internal stakeholders to resolution.
• Understand and scale the partner ecosystem surrounding customers; ensure consistent experience.
• Advocate for partner-referred customers and align on use cases and objectives.
• Help build and scale Partner Customer Success operations, processes, and engagement strategies.
• Use insights to influence Tipalti's Partner CS strategy.
• Mentor team members and contribute to broader CS initiatives.

Skills

Customer Success

Account Management

Partner ecosystem

Stakeholder management

SaaS

Fintech

AI tools

Gainsight

Zendesk

Salesforce

Jira

Tools

Gainsight

Zendesk

Salesforce

Jira

Job description

As a Senior Customer Success Manager, Partnerships you will join our growing Customer Success organization in a newly created role focused on delivering an exceptional post-go-live experience for customers brought to Tipalti through our strategic partner ecosystem.

At its core, this is a Senior Customer Success role. You will own and manage relationships with a portfolio of customers, driving adoption, retention, growth, and long-term value while serving as a trusted advisor to senior customer stakeholders. What makes this opportunity unique is the partner ecosystem surrounding those customers. You will work closely with our Alliances and Partner teams to ensure we are delivering a connected and consistent experience across the customer journey.

Because this is a new function at Tipalti, you will also have the opportunity to help shape how Partner Customer Success operates. We are looking for someone who is comfortable with ambiguity, enjoys building and improving processes, and is excited by the opportunity to help create something from the ground up.

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:

• Owning the post-go-live customer experience for a portfolio of customers referred through Tipalti's strategic partner ecosystem, ensuring a seamless transition and continued value realization.
• Building trusted relationships with senior customer stakeholders and acting as a strategic advisor throughout the customer lifecycle.
• Proactively managing customer health, adoption, engagement, retention, and risk while identifying opportunities to strengthen and grow customer relationships.
• Driving account portfolio growth and creating customer advocates by partnering closely with Account Management, Alliances, Support, and other internal teams to identify customer needs and expansion opportunities.
• Navigating complex customer situations and leading escalations by bringing together the right internal stakeholders and driving issues through to resolution.
• Developing a strong understanding of the partner ecosystem surrounding your customers and collaborating with our Alliances and Partner teams to deliver a consistent customer experience.
• Advocating for the needs of partner-referred customers and ensuring their unique use cases and business objectives are understood across the organization.
• Helping build, refine, and scale the operational infrastructure for Partner Customer Success, including processes, segmentation, customer engagement strategies, and enablement.
• Using customer insights, trends, and feedback to help influence how Tipalti evolves its Partner Customer Success strategy.
• Mentoring and coaching team members and contributing to initiatives that strengthen the broader Customer Success organization.

About you

• 5+ years of Customer Success or Account Management experience, ideally within SaaS, Fintech, financial technology, or another complex B2B environment.
• A proven track record as a Senior Customer Success Manager, successfully managing complex customer relationships and driving adoption, retention, growth, and advocacy.
• Ideally 1+ year of experience working within or alongside a partner, alliances, channel, or ecosystem environment. You do not need to be a career Partner CSM, but you should understand the dynamics of supporting customers where multiple organizations are involved in the relationship.
• Experience managing a portfolio of complex, high-value, or strategic customers and building trusted relationships with senior and executive-level stakeholders.
• Commercially minded, with a demonstrated ability to identify customer growth opportunities and partner with Account Management or Sales teams to progress expansion conversations. As this role matures, greater commercial ownership is expected to follow.
• Comfortable navigating complex relationships across customers, partners, and internal teams and acting as a bridge between multiple stakeholders.
• Strong experience managing customer health, adoption, risk, escalations, renewals, and long-term value realization.
• Highly organized with strong written and verbal communication skills and the ability to influence stakeholders at multiple levels.
• Comfortable operating in an evolving environment where processes may not yet exist and excited by the opportunity to help build a new function from the ground up.
• Ability to gather complex customer requirements, collaborate cross-functionally to develop solutions, and communicate compelling value propositions.
• AI-savvy, with demonstrated experience leveraging AI tools or processes to improve customer outcomes, uncover insights, and increase operational efficiency.
• Experience with ERP systems, accounts payable, Gainsight, Zendesk, Salesforce, Jira, analytics/reporting tools, or other Customer Success platforms is an asset.
• Previous project management experience or strong project management skills are an asset.
• A high level of enthusiasm, initiative, accountability, and professionalism.
• An AI-forward mindset, including the ability to adopt AI-powered tools to scale account coverage, surface customer insights, streamline workflows, and help customers identify opportunities to apply AI to their own business goals.

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
• Conveniently located close to transit
• Phone/internet allowance
• Regular company-wide social events
• Multiple ERG groups celebrating our diversity and creating an inclusive culture

Base Salary Range: $102,400 - $128,000 CAD annually.

Bonus: Target bonus is 12.5% of base salary. Bonus entitlement is based on a combination of organizational results, individual performance, and relative contribution, as assessed by Tipalti in its sole discretion, to be formalized and communicated to you following your start date.

Expected Total Compensation: $115,200 - $144,000 CAD annually (includes base salary plus target bonus/commission).

The compensation information above reflects our reasonable expectation for this role based on several factors, including current market conditions. Final compensation will be determined through individual assessment of experience, skills, qualifications, and other job-relevant factors. Actual offers may vary within or, only in exceptional circumstances, outside the stated range based on the candidate's unique qualifications and our comprehensive evaluation process. We are committed to equitable compensation practices in compliance with applicable employment laws.

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.

AccommodationsTipalti 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].

PrivacyWe 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/