Senior Customer Success Manager
About The Position
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. Tipalti is the AI-powered platform for finance automation, elevating 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. Our platform provides a comprehensive suite of finance automation solutions designed for mid-market businesses across accounts payable, global payouts, procurement, employee expenses, corporate cards, supplier management, tax compliance, and treasury. Tipalti partners with leading financial institutions such as Citi, Wells Fargo, J.P. Morgan, and Visa, enabling over 5,000 global companies to efficiently and securely pay millions of suppliers and payees across 200+ countries and territories, in 120 currencies. 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. Founded in Israel in 2010, Tipalti is a global business headquartered in the San Francisco Bay Area (Foster City) with offices in Tel Aviv, Plano, Toronto, Vancouver, London, Amsterdam, Tbilisi and Medellin.
Requirements
- 5+ years of relevant experience with a minimum of 5+ years of customer success or account management experience, preferably in the Fintech space.
- 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
Nice To Haves
- ERP experience, accounts payable, Gainsight, Zendesk, Salesforce, Jira, analytic reporting, and CSM tool experience is a plus
- Previous Project Management role or skills are a plus
Responsibilities
- Build and manage strong relationships with a portfolio of 45+ 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.
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
- 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
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
