Customer Success Manager at Tipalti in Toronto, Ontario, Canada

Job description

• As a Customer Success Manager, Scaled Accounts you will play a crucial role in ensuring our customers achieve their desired outcomes with our products/services. You will work to identify and scale customers to drive growth within a segment of over 1,000 customers. Your focus will be leveraging tools and technology to identify expansion and growth opportunities within the scaled book of business. In this role, you will be proactive, set benchmarks and milestones, present business reviews, advocate for product solutions, review product usage, discuss feedback, and make suggestions to improve the overall customer experience.

Responsibilities

• Work in a pooled specialized team within the Scaled segment to drive growth and expansion through cross-sells and upsells
• Bring an AI-forward mindset to the role, including adopting AI-powered tools to scale account coverage, surface insights, and streamline workflows, while modeling for your customers how AI can support their business goals.
• Scale high-growth accounts to higher-touch models
• Identify customer business changes (acquisitions, recent funding, mergers) to uncover expansion opportunities
• Use data to identify customer usage trends within your book of business
• Become an expert in our products/services and stay up-to-date with product enhancements, being a consultant and sharing best practices with customers
• Creating advocates, drive brand loyalty and customer satisfaction
• Work closely with Sales, Sales Experts, Solutions Consultants, Implementation, Support, Product and Marketing to proactively collect, receive, share and act on feedback to drive collaboration and adoption.
• Bringing an AI forward mindset to the role including adopting AI powered tools to scale account coverage, surface insights, and streamline workflows, while modeling for your portfolio how AI can be applied to their own business goals.

Requirements

• About you
• 2+ years of customer success or account management experience, preferably in the Fintech space
• Previous Sales role or quota-carrying sales-adjacent experience is a plus
• Demonstrated, hands-on use of AI tools in your day-to-day work to streamline workflows
• Experienced with a one-to-many model with a high-volume ticketing queue
• ERP experience, accounts payable, Gainsight, Zendesk, Salesforce, Jira, analytics reporting, and CSM tool experience is a plus
• Strong understanding of the fintech 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.
• Thorough knowledge of basic accounting procedures and principles. CPA/Accounting experience preferred.
• 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 is a bonus

Skills

Required

• Customer success
• Account management
• AI tools
• One-to-many model
• High-volume ticketing queue
• Fintech industry knowledge
• Communication
• Interpersonal skills
• Organization
• Oral and written communication
• Enthusiasm
• Initiative

Preferred

• Sales
• Quota-carrying
• ERP
• Accounts payable
• Gainsight
• Zendesk
• Salesforce
• Jira

Benefits

• Hybrid working model that requires you to be in office Monday, Tuesday, and Thursday
• Competitive salary and stock options
• Matching RRSP
• Extended benefits, Employee Assistance Program, life insurance, AD&D, LTD
• 15 days of PTO
• Subsidized lunch on office days
• Fresh fruit, snacks & drinks in office
• Dog-friendly office
• Conveniently located close to transit
• Phone/internet allowance
• Regular company-wide social events
• Multiple ERG groups celebrating our diversity and creating an inclusive culture
• Base Salary Range: $77,600 - $97,000 CAD annually.
• Bonus: Target bonus is 10% of base salary. Bonus entitlement is based on a combination of organizational results, individual performance, and relative contribution, as assessed by Tipalti in its sole discretion, to be formalized and communicated to you following your start date.
• Expected Total Compensation: $85,360 - $106,700 CAD annually (includes base salary plus target bonus/commission).
• The compensation information, above, reflects our reasonable expectation for this role based on several factors, including current market conditions. Final compensation will be determined through individual assessment of experience, skills, qualifications, and other job-relevant factors. Actual offers may vary within or, only in exceptional circumstances, outside the stated range based on the candidate's unique qualifications and our comprehensive evaluation process. We are committed to equitable compensation practices in compliance with applicable employment laws.