Senior Partner Customer Success Manager

Tipalti; Toronto; Hybrid; CAD 102,400 - 128,000; Full time

Benefits offered by this job

Hybrid in Plano office Mon Tue Thu

Competitive salary & stock options

Matching 401K

Extended benefits & EAP

Maternity & Paternity benefits

15 days PTO

Office snacks & beverages

Job summary

Tipalti is an AI-powered finance automation platform serving mid-market businesses globally. We are seeking a senior customer success professional to own partner-referred accounts, drive growth and advocate for customers across the organization.

The role focuses on expanding account health, collaborating with Account Management, Support and Partners, and scaling the CS function to support partner-led growth. A hybrid role with competitive compensation awaits in a dynamic fintech environment.

Qualifications

• 5+ years of customer success or account management experience.
• 3+ years working in partner ecosystems, with understanding of partner-led growth.
• Commercially minded with a track record of growing accounts and driving retention.
• ERP experience, with knowledge of CRM tools and analytics platforms (CSM tools a plus).

Responsibilities

• Leading the customer experience post-go-live for customers referred by our partners, ensuring a seamless transition and sustained value realization.
• Driving account portfolio growth and creating customer advocates by proactively managing account health, resolving escalations and collaborating with Partner and Account Management teams and Support.
• Helping build, refine, and scale the operational infrastructure for partner-led customer success, from segmentation to enablement.
• Advocating for the needs of partner-referred customers, ensuring their specific use cases are understood and supported across the organization.
• Partnering with internal teams to manage escalations and ensure consistent service delivery.
• Mentoring and coaching team members and contributing to initiatives that strengthen the broader Customer Success team.

Skills

Customer success

Account management

Partner ecosystems

Commercial mindset

Communication

AI tools usage

Networking

Leadership

Tools

Gainsight

Zendesk

Salesforce

Jira

Job description

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.

In This Role, You Will Be Responsible For

• Leading the customer experience post-go-live for customers referred by our partners, ensuring a seamless transition and sustained value realization.
• Driving account portfolio growth and creating customer advocates by proactively managing account health, resolving escalations and collaborating with Partner and Account Management teams and Support to share CS-driven insights that shape our partner strategy and customer solutions.
• Helping build, refine, and scale the operational infrastructure for partner-led customer success, from segmentation to enablement.
• Advocating for the needs of partner-referred customers, ensuring their specific use cases are understood and supported across the organization.
• Partnering with internal teams to manage escalations and ensure consistent service delivery.
• Mentoring and coaching team members and contributing to initiatives that strengthen the broader Customer Success team.

About You

• 5+ years of relevant experience with a minimum of 5+ years of customer success or account management experience, preferably in the Fintech space
• 3 years of relevant experience working within partner/alliances ecosystems, with an understanding of the unique dynamics of partner-led growth.
• Commercially minded with a proven track record of growing accounts and driving retention. This role is focused on customer growth and advocacy, with a close partnership with our Account Management team to identify and progress expansion opportunities. As the role matures, greater commercial ownership is expected to follow.
• ERP experience, accounts payable, Gainsight, Zendesk, Salesforce, Jira, analytic reporting, and CSM tool experience is a plus
• A proven ability to network with senior internal and external personnel (CEO, CFO, etc.), including key contacts outside your own area of expertise.
• Highly organized with strong communication and interpersonal skills, both written and verbal.
• Ability to navigate complex relationships (internal and external) and act as a bridge between teams.
• AI-savvy, with demonstrated experience leveraging AI tools or processes to improve customer outcomes and operational efficiency.
• High level of enthusiasm, initiative, commitment, and professionalism
• Ability to gather complex requirements and work with a team to design a solution and build compelling value propositions
• Eager to help build a new role from the ground up; you don't need all the answers, but you have the initiative to figure them out and influence the path forward.
• Previous Project Management role or skills are a plus

Our Benefits Package Includes

• Hybrid working model that requires you to be in the Plano office on Monday, Tuesday, and Thursday
• Competitive salary and stock options
• Matching 401K
• 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
• 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).

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.

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/