As a Senior Customer Success Manager, Partnerships you will join our growing Customer Success organization in a newly created role focused on delivering an exceptional post-go-live experience for customers brought to Tipalti through our strategic partner ecosystem.

At its core, this is a Senior Customer Success role. You will own and manage relationships with a portfolio of customers, driving adoption, retention, growth, and long-term value while serving as a trusted advisor to senior customer stakeholders. What makes this opportunity unique is the partner ecosystem surrounding those customers. You will work closely with our Alliances and Partner teams to ensure we are delivering a connected and consistent experience across the customer journey.

Because this is a new function at Tipalti, you will also have the opportunity to help shape how Partner Customer Success operates. We are looking for someone who is comfortable with ambiguity, enjoys building and improving processes, and is excited by the opportunity to help create something from the ground up.
In this role, you will be responsible for:

• Owning the post-go-live customer experience for a portfolio of customers referred through Tipalti's strategic partner ecosystem, ensuring a seamless transition and continued value realization.
• Building trusted relationships with senior customer stakeholders and acting as a strategic advisor throughout the customer lifecycle.
• Proactively managing customer health, adoption, engagement, retention, and risk while identifying opportunities to strengthen and grow customer relationships.
• Driving account portfolio growth and creating customer advocates by partnering closely with Account Management, Alliances, Support, and other internal teams to identify customer needs and expansion opportunities.
• Navigating complex customer situations and leading escalations by bringing together the right internal stakeholders and driving issues through to resolution.
• Developing a strong understanding of the partner ecosystem surrounding your customers and collaborating with our Alliances and Partner teams to deliver a consistent customer experience.
• Advocating for the needs of partner-referred customers and ensuring their unique use cases and business objectives are understood across the organization.
• Helping build, refine, and scale the operational infrastructure for Partner Customer Success, including processes, segmentation, customer engagement strategies, and enablement.
• Using customer insights, trends, and feedback to help influence how Tipalti evolves its Partner Customer Success strategy.
• Mentoring and coaching team members and contributing to initiatives that strengthen the broader Customer Success organization.

About you

• 5+ years of Customer Success or Account Management experience, ideally within SaaS, Fintech, financial technology, or another complex B2B environment.
• A proven track record as a Senior Customer Success Manager, successfully managing complex customer relationships and driving adoption, retention, growth, and advocacy.
• Ideally 1+ year of experience working within or alongside a partner, alliances, channel, or ecosystem environment. You do not need to be a career Partner CSM, but you should understand the dynamics of supporting customers where multiple organizations are involved in the relationship.
• Experience managing a portfolio of complex, high-value, or strategic customers and building trusted relationships with senior and executive-level stakeholders.
• Commercially minded, with a demonstrated ability to identify customer growth opportunities and partner with Account Management or Sales teams to progress expansion conversations. As this role matures, greater commercial ownership is expected to follow.
• Comfortable navigating complex relationships across customers, partners, and internal teams and acting as a bridge between multiple stakeholders.
• Strong experience managing customer health, adoption, risk, escalations, renewals, and long-term value realization.
• Highly organized with strong written and verbal communication skills and the ability to influence stakeholders at multiple levels.
• Comfortable operating in an evolving environment where processes may not yet exist and excited by the opportunity to help build a new function from the ground up.
• Ability to gather complex customer requirements, collaborate cross-functionally to develop solutions, and communicate compelling value propositions.
• AI-savvy, with demonstrated experience leveraging AI tools or processes to improve customer outcomes, uncover insights, and increase operational efficiency.
• Experience with ERP systems, accounts payable, Gainsight, Zendesk, Salesforce, Jira, analytics/reporting tools, or other Customer Success platforms is an asset.
• Previous project management experience or strong project management skills are an asset.
• A high level of enthusiasm, initiative, accountability, and professionalism.
• An AI-forward mindset, including the ability to adopt AI-powered tools to scale account coverage, surface customer insights, streamline workflows, and help customers identify opportunities to apply AI to their own business goals.

Our benefits package includes:

• Hybrid working model that requires you to be in office Monday, Tuesday, and Thursday
• 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
• Conveniently located close to transit
• Phone/internet allowance
• Regular company-wide social events
• Multiple ERG groups celebrating our diversity and creating an inclusive culture

Base Salary Range: $102,400 - $128,000 CAD annually.

Bonus: Target bonus is 12.5% of base salary. Bonus entitlement is based on a combination of organizational results, individual performance, and relative contribution, as assessed by Tipalti in its sole discretion, to be formalized and communicated to you following your start date.

Expected Total Compensation: $115,200 - $144,000 CAD annually (includes base salary plus target bonus/commission).

The compensation information above reflects our reasonable expectation for this role based on several factors, including current market conditions. Final compensation will be determined through individual assessment of experience, skills, qualifications, and other job-relevant factors. Actual offers may vary within or, only in exceptional circumstances, outside the stated range based on the candidate's unique qualifications and our comprehensive evaluation process. We are committed to equitable compensation practices in compliance with applicable employment laws.