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. 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. Key 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 experienced 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. About you 2 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 fintech industry and our products/services Exceptional communication and interpersonal skills Commercially savvy 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 Knowledge of accounting processes would be a plus If you can speak additional languages that would be great Interested in learning more about us? Tipalti is the only company handling both global partner payments and accounts payable workflows for high-velocity companies across the entire financial operations cycle: onboarding and managing global suppliers, instituting procurement controls, streamlining invoice processing and approvals, executing payments around the world, and reconciling payables data across a multi-subsidiary finance organization. Tipalti enables companies to scale quickly by making payables strategic with operational, compliance, and financial controls. Through Tipalti, our clients can efficiently and securely pay thousands of partners and suppliers in 196 countries within minutes. Tipalti is fueled by a commitment to our customers and a desire to build lasting connections. Our client portfolio includes high-velocity businesses such as Amazon Twitch, GoDaddy, Roku, WordPress.com, and ZipRecruiter. We work hard for our 98% customer retention rate which is built on trust, reliability and innovation. Tipalti means we handled it" - a mission to which we are constantly committed. Accommodations Tipalti champions inclusive teams, in which every voice counts. We are committed to recruiting diverse candidates with varied personal experiences and abilities. We welcome applications from candidates belonging to historically underrepresented or disadvantaged groups, and maintain an equitable Talent Acquisition process that is free from discrimination. As an equal opportunities employer, Tipalti complies with employment and human rights laws across the various jurisdictions in which we operate. Should you require reasonable adjustments or accommodations during the recruitment process, including access to alternate formats of materials, meeting spaces, or other accommodations that could better enable your full participation, please reach out to hrtipalti.com for assistance. Privacy We are committed to protecting the privacy interests of job applicants and candidates. For more information about our privacy practices during our Talent Acquisition process, please refer to our Job Candidate Privacy Notice below: Job Candidate Privacy Notice | Tipalti www.tipalti.com/privacy/job-candidate-privacy-notice/