Customer Success Manager
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Key skills for this role
About the Role
Tipalti is seeking a Customer Success Manager to build strong relationships with a portfolio of clients, drive product adoption, and uncover growth opportunities. This hybrid role in Vancouver requires 2+ years of customer success or account management experience, preferably in fintech.
Key Skills for This Role
Responsibilities
- Develop and maintain strong relationships with a portfolio of 45+ clients during each stage of their journey after implementation
- Become an expert in our products/services, stay up to date with product enhancements, and share best practices with customers
- Drive brand loyalty, customer satisfaction, and advocacy
- Act as primary point of contact for customers, monitor accounts, and proactively address issues
- Uncover growth opportunities through upsells and cross sells
- Focus on net dollar retention and churn prevention
- Work closely with Sales, Solutions Consultants, Implementation, Support, Product, and Marketing
- Use data to prioritize and drive exceptional customer experience
- Provide mentorship, coaching, and help with onboarding new team members
Requirements
- 2+ years of customer success or account management experience, preferably in the Fintech space
- Strong understanding of the SaaS business model
- 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
- Relevant accounting certification (part or fully qualified) including CPA, ACA, ACCA, or CIMA
- Thorough knowledge of basic accounting procedures and principles
Full Job Posting
Role Overview
- 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.
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.
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.
- 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.
- 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.
- 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.
Workplace
- Hybrid working model that requires you to be in office Monday, Tuesday, and Thursday.
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
- Multiple ERG groups celebrating our diversity and creating an inclusive culture
Compensation
- Base Salary Range: $84,000 $105,000 CAD annually.
- Target bonus is 10% of base salary.
- Expected Total Compensation: $92,400 $115,500 CAD annually (includes base salary plus target bonus/commission).
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