Customer Success Manager
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Key skills for this role
About the Role
Tipalti is hiring a Customer Success Manager to ensure customers achieve desired outcomes with their products. You will build strong relationships, drive adoption, and uncover growth opportunities within a portfolio of 45+ clients.
Key Skills for This Role
Responsibilities
- Develop and maintain strong relationships with a portfolio of 45+ clients
- Become an expert in products/services and share best practices with customers
- Drive brand loyalty, customer satisfaction, and advocacy
- Monitor customer accounts to identify areas of improvement and proactively address issues
- Uncover growth opportunities through upsells and cross sells
- Focus on net dollar retention and churn prevention
- Work closely with Sales, Support, Product, and Marketing teams
- Provide mentorship and help onboard new team members
Requirements
- 2+ years of customer success or account management experience, preferably in Fintech
- Strong understanding of the SaaS business model
- Exceptional communication and interpersonal skills
- Highly organized with excellent oral and written communication skills
- Ability to build compelling value driven client facing presentations
- Ability to engage with all levels in an organization
- Relevant accounting certification (CPA, ACA, ACCA, CIMA) preferred
Full Job Posting
Role Overview
- As a Customer Success Manager, you will ensure our customers achieve their desired outcomes with our products/services. You will be the primary point of contact, responsible for creating raving Tipalti fans.
In This Role, You Will Be Responsible For
- Develop and maintain strong relationships with a portfolio of 45+ clients.
- Become an expert in our products/services and share best practices.
- Drive brand loyalty, customer satisfaction, and advocacy.
- Monitor customer accounts to identify areas of improvement and proactively address issues.
- Uncover growth opportunities through upsells and cross sells.
- Focus on net dollar retention and churn prevention.
- Work closely with Sales, Support, Product, and Marketing teams.
- Provide mentorship and help onboard new team members.
About You
- 2+ years of customer success or account management experience, preferably in Fintech.
- ERP experience, accounts payable, Gainsight, Zendesk, Salesforce, Jira, analytic reporting, and CSM tool experience are a plus.
- Strong understanding of the SaaS business model.
- Exceptional communication and interpersonal skills.
- Highly organized with excellent oral and written communication skills.
- Ability to build compelling value driven client facing presentations.
- Ability to engage with all levels in an organization.
- Relevant accounting certification (CPA, ACA, ACCA, CIMA) preferred.
Benefits
- Competitive salary and stock options.
- Matching RRSP.
- 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.
- Dog friendly office.
- Conveniently located close to transit.
- Phone/internet allowance.
- Regular company wide social events.
Compensation
- Base Salary Range: CAD 84,000 CAD 105,000 CAD annually.
- Target bonus is 10% of base salary.
- Expected Total Compensation: CAD 92,400 CAD 115,500 CAD annually.
Work Model
- Hybrid working model that requires you to be in office Monday, Tuesday, and Thursday.
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