Principal, Customer Success Manager

As Principal Customer Success Manager you will play a crucial role in ensuring our customers achieve their desired outcomes with our products/services. You will be the primary point of contact for our customers, responsible for creating raving Tipalti fans by building and maintaining strong, long-lasting relationships. In this role, you will focus on the health of your customer relationships, experience, engagement, adoption, retention, and expansion of our product with some of our highest profile, top tier customers. These customers represent a significant portion of Tipalti’s overall revenue and are highly visible and important to the organization. In this role, you will proactively reach out to your assigned accounts to set benchmarks and milestones, present business reviews, review product usage, product releases, enhancements, discuss feedback, suggest new products that will enhance their existing capabilities, and make suggestions to improve the overall customer experience and drive revenue. You will need to meet with these customers in person regularly, build and present your account plans to our COO and VP of Strategic Sales on a monthly basis and demonstrate your success in driving these goals.

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. 

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 and Tbilisi.

In this role, you will be responsible for:

• Full ownership of advocacy, revenue goals, customer health, upselling and cross selling for 15 enterprise accounts, a portfolio size of $50M ACV, with growth potential.
• Drive awareness of your customer’s goals and objectives across the organization to maximize customer experience and revenue.
• Develop and maintain strong relationships with your customers during each stage of their journey after implementation, assisting with and continuing through full adoption and beyond including rolling out new features and enhancements, integrations, growing and expanding focusing on the customer’s experience
• Become an expert in our products/services and stay up-to-date with product enhancements, being a consultant and sharing best practices with customers
• Drive brand loyalty, customer satisfaction, and advocacy
• Owner and main point of contact for our customers, monitoring customer accounts to identify areas of improvements and proactively address any issues or concerns, and act as a point of escalation for customer issues and ensure a timely resolution
• Uncover growth opportunities in your portfolio through upsells and cross sells

About you 

• 10+ years of Enterprise account ownership experience in a Customer Success role, preferably in the Fintech space.
• ERP experience, accounts payable, ChurnZero, Gainsight, Zendesk, Salesforce, analytic reporting, and other CSM tool experience is a plus.
• Strong understanding of the fin tech 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.
• Previous Project Management roles or skills are a plus.
• Thorough knowledge of basic accounting procedures and principles. CPA/Accounting experience preferred.
• Part-qualified or qualified experience within an accounting practice or commercial accounting department
• 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
• Bachelor’s Degree

The anticipated base pay rate for this position is $127,000 - 141,000. Variable pay rate will be paid in addition to the base salary noted.

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.

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