Principal Customer Success Manager
About The Position
As Principal Customer Success Manager, you will own the success of Tipalti's largest and most strategic customers, ensuring they achieve meaningful outcomes with our products and services. Serving as the primary point of contact for these accounts, you will build strong, lasting relationships that turn customers into passionate Tipalti advocates. You will be accountable for the overall health of your portfolio, spanning customer experience, engagement, product adoption, retention, and expansion, across some of our highest profile, top tier accounts. These customers represent a significant portion of Tipalti's revenue and carry high visibility across the organization. In this role, you will proactively engage your assigned accounts to establish benchmarks and milestones, lead business reviews, analyze product usage, communicate product releases and enhancements, gather and act on customer feedback, and recommend new products that strengthen existing capabilities. You will identify opportunities to elevate the customer experience and drive revenue growth. You will partner closely with your Strategic Account Manager on expansion opportunities and collaborate with your CXM as a unified account team, building account plans and delivering monthly updates to Tipalti's executive leadership.
Requirements
- 10+ years of enterprise account ownership experience in Customer Success or a related strategic account management role, ideally in SaaS or Fintech.
- Proven success managing high profile, high ARR customers ($500K+) with complex stakeholder environments.
- Strong strategic account planning skills, with experience operating in an account team structure alongside sales, expansion, and experience partners.
- Exceptional discovery skills: you know how to ask the right questions, uncover pain, and translate customer challenges into opportunities.
- Demonstrated ability to identify, qualify, and support expansion opportunities within an existing book of business.
- Comfortable engaging and building credibility with senior executives, including CFOs and finance leadership.
- Strong command of the value story: you don't need to be a technical expert, but you deeply understand the business outcomes the product delivers and can articulate them convincingly.
- Ability to build compelling, value-driven executive presentations.
- Highly organized with excellent written and verbal communication skills.
Nice To Haves
- Experience with Gainsight, Salesforce, Zendesk, and PowerBI reporting is a plus.
- Bachelor's degree
Responsibilities
- Full ownership of customer health, advocacy, retention, and revenue growth for a portfolio of high profile enterprise accounts, each representing $500K+ in ARR.
- Building and executing strategic account plans in partnership with your account team, including your Strategic Account Manager and CXM, with regular updates shared to executive leadership.
- Leading strong discovery with your customers to uncover pain points, understand their business priorities, and connect them to the value Tipalti delivers.
- Identifying and qualifying expansion opportunities across your portfolio, partnering with your SAM to drive upsell and cross-sell growth.
- Developing trusted relationships with senior stakeholders throughout the customer journey, from post-implementation adoption through feature rollouts, integrations, and long-term growth.
- Championing your customers' goals and objectives across the organization to maximize their experience and outcomes.
- Serving as the primary point of contact for your accounts, proactively monitoring account health, addressing risks early, and acting as the point of escalation to ensure timely resolution.
- Presenting executive business reviews that reinforce value delivered, align on strategic priorities, and position new opportunities.
Benefits
- 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
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What This Job Offers
Job Type
Full-time
Career Level
Senior
