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 world’s 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 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 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 customer’s 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/int…