Customer Success Manager

As a Customer Success Manager, Scaled Accounts you will play a crucial role in ensuring our customers achieve their desired outcomes with our products/services. You will work to identify and scale customers to drive growth within a segment of over 1,000 customers. Your focus will be leveraging tools and technology to identify expansion and growth opportunities within the scaled book of business. In this role, you will be proactive, set benchmarks and milestones, present business reviews, advocate for product solutions, review product usage, discuss feedback, and make suggestions to improve the overall customer experience. 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. At Tipalti, we pride ourselves on our collaborative culture, the quality of our product and the capabilities of our people. Tipaltians are passionate about the work they do, and keen to get the job done. Tipalti offers competitive benefits, a flexible workplace, career coaching, and an environment where diverse individuals can thrive and make an impact. Our culture ensures everyone checks their egos at the door and stands ready to reach for success together. In this role, you will be responsible for: Work in a pooled specialized team within the Scaled segment to drive growth and expansion through cross-sells and upsells Bring an AI-forward mindset to the role, including adopting AI-powered tools to scale account coverage, surface insights, and streamline workflows, while modeling for your customers how AI can support their business goals. Scale high-growth accounts to higher-touch models Identify customer business changes (acquisitions, recent funding, mergers) to uncover expansion opportunities Use data to identify customer usage trends within your book of business Become an expert in our products/services and stay up-to-date with product enhancements, being a consultant and sharing best practices with customers Creating advocates, drive brand loyalty and customer satisfaction Work closely with Sales, Sales Experts, Solutions Consultants, Implementation, Support, Product and Marketing to proactively collect, receive, share and act on feedback to drive collaboration and adoption. Bringing an AI forward mindset to the role including adopting AI powered tools to scale account coverage, surface insights, and streamline workflows, while modeling for your portfolio how AI can be applied to their own business goals. About you 2+ years of customer success or account management experience, preferably in the Fintech space Previous Sales role or quota-carrying sales-adjacent experience is a plus Demonstrated, hands-on use of AI tools in your day-to-day work to streamline workflows Experienced with a one-to-many model with a high-volume ticketing queue ERP experience, accounts payable, Gainsight, Zendesk, Salesforce, Jira, analytics reporting, and CSM tool experience is a plus Strong understanding of the fintech industry and our products/services 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. Thorough knowledge of basic accounting procedures and principles. CPA/Accounting experience preferred. Relevant accounting certification (part or fully qualified), including but not limited to CPA, ACA, ACCA, or CIMA Thorough knowledge of basic accounting procedures and principles is a bonus 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 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 Base Salary Range: $77,600 - $97,000 CAD annually. Bonus: Target bonus is 10% 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: $85,360 - $106,700 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. Our Mission Our mission is to elevate how finance teams operate in the global economy. We empower our customers to scale faster and smarter by removing the complexities of doing global business and accelerating their finance operations efficiency. We are the AI-powered platform that automates finance. Tipalti is fueled by a commitment to our customers and a desire to build lasting connections. Our client portfolio includes high-velocity businesses such as Amazon Twitch, GoDaddy, Roku, WordPress.com, and ZipRecruiter. We work hard for our 99% customer retention rate which is built on trust, reliability and innovation. Tipalti means we handled it” - a mission to which we are constantly committed. Accommodations Tipalti champions inclusive teams, in which every voice counts. We are committed to recruiting diverse candidates with varied personal experiences and abilities. We welcome applications from candidates belonging to historically underrepresented or disadvantaged groups, and maintain an equitable Talent Acquisition process that is free from discrimination. As an equal opportunities employer, Tipalti complies with employment and human rights laws across the various jurisdictions in which we operate. Should you require reasonable adjustments or accommodations during the recruitment process, including access to alternate formats of materials, meeting spaces, or other accommodations that could better enable your full participation, please reach out to [email protected] for assistance. AI Use We may use artificial intelligence and automated systems (collectively “AI”) to screen, assess, and select candidates during our recruitment process. This includes resume screening, skills assessment, and candidate matching. You have the right to request human review of any automated decision. For more information about how we collect and use personal data and information during recruitment, please refer to our Job Candidate Privacy Notice. For additional questions about our use of AI during our recruitment process, you can contact [email protected]. Privacy We are committed to protecting the privacy interests of job applicants and candidates. For more information about our privacy practices during our Talent Acquisition process, please refer to our Job Candidate Privacy Notice below: Job Candidate Privacy Notice | Tipalti www.tipalti.com/privacy/job-candidate-privacy-notice/