Senior Partner Customer Success Manager

Socket.dev; Vancouver; On-site; CAD 102,400 - 128,000; Full time

Benefits offered by this job

Hybrid working model

Stock options

Extended benefits

Life insurance

AD&D

LTD

Maternity/Paternity & Fertility

15 days PTO

Subsidized lunch

Phone/internet allowance

Regular company events

Diversity ERG groups

Job summary

Tipalti is hiring a Senior Partner Customer Success Manager to own the post-go-live experience for customers brought in via our partner ecosystem. You will be the primary CS touchpoint, shaping new processes as we build this function from the ground up.

You’ll partner with the Partners team to ensure long-term success, drive account growth, and advocate for customer needs, all while mentoring teammates in a dynamic, ambiguity-tolerant environment.

Qualifications

• 5+ years of customer success or account management experience, preferably in Fintech.
• 3 years in partner/alliances ecosystems with partner-led growth understanding.
• Commercially minded with a track record of growing accounts and driving retention.

Responsibilities

• Lead post-go-live customer experience for partner-referred clients.
• Drive account portfolio growth and develop customer advocates.
• Help build and scale partner-led CS infrastructure and processes.
• Advocate for partner-referred customers across the organization.
• Collaborate with internal teams on escalations and service delivery.
• Mentor and coach team members and contribute to CS initiatives.

Skills

5+ years CS/AM

Partner ecosystem

Growth & retention

AI-tools knowledge

Leadership & mentoring

Tools

Gainsight

Zendesk

Salesforce

Jira

Analytics reporting

Job description

As a Senior Partner Customer Success Manager, you will join our growing Customer Success organization in a newly created role focused on the post-go-live experience for customers brought on through our strategic partner ecosystem. You will serve as the primary CS touchpoint for these customers, working closely with our Partners team to ensure they achieve long-term success. As this is a new function, the ideal candidate is comfortable with ambiguity, eager to shape new processes and ready to help build this program 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:

• 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).

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.

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.

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/