Customer Success Manager

Plano, TX, United States

Tipalti is transforming finance and helping the hottest companies grow and scale their global operations — world-changing businesses such as Amazon Twitch, Twitter, and Roblox. We’re also growing through a sustainable business model and looking to remove days of finance work every week so business leaders can focus on building a future-proofed, best-in-class operation. The only way we can do that is with great people.

Position Summary

As a 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. Your focus will be 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. In this role, you will proactively reach out to your assigned accounts, set benchmarks and milestones, present business reviews, product solutions, review product usage, product releases, enhancements, discuss feedback, suggest new products that will enhance their existing capabilities where we can, and make suggestions to improve the overall customer experience.

Please note this is a hybrid work environment and you will be required to be in the office Monday, Tuesday & Thursdays.

Responsibilities

Develop and maintain strong relationships with a portfolio of clients 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

Focus on net dollar retention and churn prevention

Work closely with Sales, Sales Expert(s), Solutions Consultants, Implementation, Support, Product and Marketing to proactively collect, receive, share and action on feedback to drive collaboration and adoption.

Use data to prioritize and change prioritizations internally across the organization to help drive exceptional customer experience.

Provide mentorship, coaching and help with onboarding new and existing team members.

Qualifications

1-3 years of customer success or account management experience, preferably in the Fintech space.

ERP experience, accounts payable, ChurnZero, Zendesk, Salesforce, Jira, analytic reporting, and 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 role or skills are a plus

CPA/Accounting experience preferred

What We Have To Offer

Competitive salary plus company shares.

401(K) Matching

Extended benefits, Employee Assistance Program, life insurance, AD&D, LTD.

3 weeks of paid vacation.

Lunch program for days you are in the office.

We get together often for company-wide social events.

Cell phone stipend.

Internet stipend.

Please include a resume in your application. Thank you for your interest in this position. We are an inclusive, equal opportunity employer. For more information about this and other roles Tipalti has to offer check out our careers page: https://tipalti.com/careers/#jobs

#Hybrid

Companies like Twitch, Twitter, GoDaddy, and Roblox entrust Tipalti to scale their business rapidly and dramatically reduce finance friction. Headquartered in San Mateo, California, we're a well-funded startup with a multi-billion dollar valuation.

But beyond the technology and impressive growth, Tipalti is fueled by a commitment to our customers. We work hard for our 98% customer retention rate built on trust and reliability. Tipalti means "We handled it," a mission our customers know we deliver consistently.

Around personal growth and wellness, Tipalti offers competitive benefits, a flexible workplace, career coaching, and an environment where you can thrive and be an impact player! Our culture ensures everyone checks their egos at the door and stands ready to reach success together. We also dedicate ourselves to diversity and equal opportunity for all.

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