As a Senior Customer Success Manager, you will own relationships with top tier customers, driving adoption, retention, and expansion of our products. Acting as the primary point of contact, you'll leverage your expertise to resolve complex issues, build long term partnerships, and ensure customers achieve their goals while contributing to company objectives. You'll serve as a trusted advisor and strategist, guiding customers through each stage of their journey while helping shape their future success with Tipalti.
In this role, you will be responsible for:- Build and manage strong relationships with a portfolio of 25+ clients, guiding them through adoption, expansion, and long-term success.
- Act as a trusted advisor by providing strategic insights, sharing best practices, and driving the use of Tipalti's solutions.
- Serve as the primary point of escalation, ensuring timely resolution of issues with empathy and a focus on win-win outcomes.
- Drive customer outcomes including adoption, retention, advocacy, and net dollar retention, while uncovering upsell and cross-sell opportunities.
- Collaborate cross-functionally, using customer feedback and data to inform prioritization and improve the customer experience.
- Mentor and coach team members, supporting onboarding and contributing to initiatives that strengthen the broader Customer Success team.
- Proven track record of exceeding renewal targets and navigating complex contract negotiations to secure favorable terms. Drives revenue growth through proactive account management, identifying and closing upsell opportunities.
About you - 5+ years of relevant experience with a minimum of 5+ 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 is a plus
- A proven ability to network with senior internal and external personnel (CEO, CFO, etc.), including key contacts outside your own area of expertise.
- Sought after by colleagues at all levels for your input, expertise, and help
- Highly organized with excellent oral and written communication and interpersonal skills
- High level of enthusiasm, initiative, commitment, and professionalism
- Ability to gather complex requirements and work with a team to design a solution and build compelling value propositions
- Previous Project Management role or skills are a plus
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
- 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
Tipalti's sales teams drive global growth for our best-in-class product. Whether you are an account executive, sales development representative, or solutions consultant, you'll 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.
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.
