Customer Success Manager

As a Customer Success Manager you will be crucial in ensuring our customers achieve their desired outcomes with our products/services. You will be our customers primary point of contact responsible for creating raving Tipalti fans by building and maintaining strong long-lasting relationships. Your focus will be on the health of your customer relationships experience engagement adoption retention and product expansion with our customers. In this role you will proactively reach out to your assigned accounts set benchmarks and milestones present business reviews product solutions review product usage product releases enhancements discuss feedback suggest new products that will enhance their existing capabilities where we can and make suggestions to improve the overall customer experience.

Why join Tipalti

Tipalti is one of the worlds 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 4000 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 oers 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 and Tbilisi.

In this role you will be responsible for:

• Develop and maintain strong relationships with a portfolio of 45 clients during each stage of their journey after implementation assisting with and continuing through full adoption and beyond. This includes rolling out new features and enhancements integrations growing and expanding and focusing on the customers experience.
• Become an expert in our products/services stay up-to-date with product enhancements and be a consultant and share best practices with customers.
• Drive brand loyalty customer satisfaction and advocacy
• Owner and primary point of contact for our customers monitoring customer accounts to identify areas of improvement 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 with a north star of Customer experience advocacy and loyalty
• 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 an exceptional customer experience.
• Provide mentorship coaching and help with onboarding new and existing team members.

About you

• 2 years of customer success or account management experience preferably in the Fintech space.
• ERP experience accounts payable Gainsight Zendesk Salesforce Jira analytic reporting and CSM tool experience are a plus
• Strong understanding of the SaaS business model and knowledge of the fintech industry is a plus
• 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

• Part-qualified or qualified experience within an accounting practice or commercial accounting department
• Relevant accounting certification (part or fully qualified) including but not limited to CPA ACA ACCA or CIMA
• Thorough knowledge of basic accounting procedures and principles. CPA/Accounting experience preferred.

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

Anticipated base pay rate for this position : $92000-103000 USD
Variable (commission or bonus) pay rate will be paid in addition to base salary noted above.

Tipaltis sales teams drive global growth for our best-in-class product. Whether you are an account executive sales development representative or solutions consultant youll 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.

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