As a Senior Partner Customer Success Manager, you will join our growing Customer Success organization in a newly created role focused on the post-go-live experience for customers brought on through our strategic partner ecosystem. You will serve as the primary CS touchpoint for these customers, working closely with our Partners team to ensure they achieve long-term success. As this is a new function, the ideal candidate is comfortable with ambiguity, eager to shape new processes and ready to help build this program from the ground up.
In this role, you will be responsible for:- Leading the customer experience post-go-live for customers referred by our partners, ensuring a seamless transition and sustained value realization.
- Driving account portfolio growth and creating customer advocates by proactively managing account health, resolving escalations and collaborating with Partner and Account Management teams and Support to share CS-driven insights that shape our partner strategy and customer solutions.
- Helping build, refine, and scale the operational infrastructure for partner-led customer success, from segmentation to enablement.
- Advocating for the needs of partner-referred customers, ensuring their specific use cases are understood and supported across the organization.
- Partnering with internal teams to manage escalations and ensure consistent service delivery.
- Mentoring and coaching team members and contributing to initiatives that strengthen the broader Customer Success team.
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
- 3 years of relevant experience working within partner/alliances ecosystems, with an understanding of the unique dynamics of partner-led growth.
- Commercially minded with a proven track record of growing accounts and driving retention. This role is focused on customer growth and advocacy, with a close partnership with our Account Management team to identify and progress expansion opportunities. As the role matures, greater commercial ownership is expected to follow.
- 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.
- Highly organized with strong communication and interpersonal skills, both written and verbal.
- Ability to navigate complex relationships (internal and external) and act as a bridge between teams.
- AI-savvy, with demonstrated experience leveraging AI tools or processes to improve customer outcomes and operational efficiency.
- 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
- Eager to help build a new role from the ground up; you don't need all the answers, but you have the initiative to figure them out and influence the path forward.
- Previous Project Management role or skills are a plus
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/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.
