Senior Manager, Customer Success

Position Summary

This is a unique opportunity to join a fast-growing organization and have a hand in expanding the Customer Success (CS) Team footprint. In the Senior Manager, Customer Success role, you will be responsible for growing and managing a team that will own the health, retention, engagement, and adoption of our product with our mid-sized customers. You will work closely with your team to maintain a deep understanding of account-specific requirements, be champions for our clients, and strive to enhance both their experience and success. The Senior Manager is responsible for leading a team, with the ability to drive exceptional customer relationships and build strong teams while also being a master motivator and an exceptional analytical thinker.

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.

In this role, you will be responsible for:

• 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

About you

• Bachelor's Degree required.
• 5+ years of experience in a Manager role in Customer Success and/or Account Management, preferably in a consumption based model.
• 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

Our benefits package includes:

• Hybrid working model that requires you to be in the Plano office on Monday, Tuesday, and Thursday
• Competitive salary and stock options
• Matching 401K
• Extended benefits, Employee Assistance Program, life insurance, AD&D, LTD
• 15 days of PTO
• Free lunch on office days
• Fresh fruit, snacks & drinks in office
• Phone/internet allowance
• Regular company-wide social events
• Multiple ERG groups celebrating our diversity and creating an inclusive culture

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.

Our tech teams are the engine behind our business. Tipalti's tech ecosystem is extremely rich and we continually add new features to our products, ensuring that we respond to our clients' needs at scale. Our tech teams retain a fast-paced, start-up vibe that encourages innovation and critical thinking. At Tipalti, you'll have the opportunity to work with a diverse, global team of engineers, developers and product leaders who are collectively building the future of our best-in-class product suite as we transform financial operations for the future.

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