Customer Success Manager, Tipalti
$115-128k
Global payments, AP, and procurement automation platform
Be an early applicant
Global payments, AP, and procurement automation platform
1001+ employees
Be an early applicant
$115-128k
1001+ employees
Company mission
To liberate and elevate finance teams so they can make true strategic impact, by automating and optimizing global finance operations while eliminating risk.
Role
Who you are
- Bachelor’s Degree required
- 3-5+ years of experience in a Manager role in Customer Success and/or Account Management, preferably in a consumption based model
- 10+ years of relevant experience with a minimum of 3+ years of customer success or account management experience, preferably in the Fintech space
- Prior experience excelling in a fast-paced startup or tech environment
- Strong interpersonal skills and demonstrated ability to communicate, present and influence credibly and effectively at all levels of the organization
- Empathetic, positive attitude with a desire to help our customers reach their goals
- Experience with reporting and analyzing data, as well as delivering action plans against these results
- ERP, accounts payable, and fintech experience is a plus
- Zendesk, Salesforce, and CSM tools (Churnzero, Gainsight, Totango) experience is 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
What the job involves
- Partner with CS Leadership to define and execute Tipalti’s success strategy
- Hire, coach, and mentor a diverse team of talented CSM team to manage the relationships of our customers throughout the customer lifecycle
- Set expectations and goals and manage priorities for your direct reports to contribute to team objectives
- Define processes to plan, prioritize, execute, and measure success for CS initiatives. Prepare weekly, monthly, and quarterly reports, identify trends, make improvements, and encourage praise for meeting goals
- Drive and measure key CS metrics, such as customer sentiment, customer retention rates, upsell/cross-sell opportunities, and develop strategies to improve these metrics
- Manage clients during multiple stages of their product journey including rolling out new features, enhancements, integrations, and from ramping to full adoption
- Track/assess onboarding, ramping, learning, and enablement (e.g., Mock calls, Live Client Calls - provide coaching and feedback)
- Collaborate with Sales, Solutions Consultants, Implementation, Support, Product, and Marketing to proactively collect, receive, share, and drive action on feedback received
- Partner with other CS leaders to positively impact productivity, streamline key organizational changes, create leadership alignment, and define and accelerate process improvements to enable vision and success
- Handle customer escalations, providing solution-oriented results to drive customer revenue and use them as coaching opportunities to further develop the team’s skillset
- 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
- Uncover growth opportunities in your portfolio through upsells and cross-sells
- Focus on net dollar retention and churn prevention with a north star of Customer experience, advocacy, and loyalty
Our take
Digital finance innovations across the last decade have dramatically changed how financial operations are conducted, with businesses managing their payables workloads digitally. Despite such innovations, such workflows are still conducted manually, leading to time-consuming, repetitive, and inefficient workflows.
Tipalti provides a global payments, accounts payable, and purchase order automation platform, offering tools for each area to reduce manual workflows and optimize operations. The platform’s functionalities are designed to be flexible for the scaling of growing businesses, helping to optimize financial visibility, efficiency, and control without the need for business infrastructure changes.
Whilst individual platforms exist for global payments, accounts payable, and purchase order management, Tipalti has recognized that businesses do not want to juggle fragmented software solutions inefficiently. The company aims to free up financial departments’ time without compromising their software stack and workflows through its end-to-end payment automation solutions. This pitch appears to be successful, with annual 2022 reports announcing that transactions through Tipalti skyrocketed by 50% that year.
Kirsty
Company Specialist
Insights
Some candidates hear
back within 2 weeks
-3% employee growth in 12 months
Company
Funding (last 2 of 8 rounds)
May 2023
$150m
GROWTH EQUITY VC
Dec 2021
$270m
SERIES F
Total funding: $766m
Company benefits
- A thriving team and business
- Career-building opportunities
- Politics-free culture
- Focused on success
- Great benefits
Company values
- Dedication to Customer Success
- Get Shit Done (GSD)
- Commitment to Excellence
Company HQ
Town Center, Foster City, CA
Articles
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