Customer Success Manager

Customer Success Manager

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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. 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.

• 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.

• 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, Churn Zero, Zendesk, Salesforce, Jira, analytic reporting, and CSM tool experience is a plus
• Strong understanding of the Fin Tech 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

• 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, annually. Variable pay rate will be paid in addition to the base salary noted.

Tipalti champions inclusive teams, in which every voice counts. We are committed to recruiting diverse candidates with varied personal experiences…