Principal Customer Success Manager, Tipalti
CA$155.3-172.5k
OTE
CA$135-150k
BASE
+ Stock options
More information about location
3 days a week in office
AI-powered platform for finance automation
Be an early applicant
AI-powered platform for finance automation
1001+ employees
Be an early applicant
CA$155.3-172.5k
OTE
CA$135-150k
BASE
+ Stock options
More information about location
3 days a week in office
1001+ employees
Company mission
To make it as easy as possible for employees and suppliers to collaborate with finance.
Role
Who you are
- 10+ years of enterprise account ownership experience in Customer Success or a related strategic account management role, ideally in SaaS or Fintech
- Proven success managing high profile, high ARR customers ($500K+) with complex stakeholder environments
- Strong strategic account planning skills, with experience operating in an account team structure alongside sales, expansion, and experience partners
- Exceptional discovery skills: you know how to ask the right questions, uncover pain, and translate customer challenges into opportunities
- Demonstrated ability to identify, qualify, and support expansion opportunities within an existing book of business
- Comfortable engaging and building credibility with senior executives, including CFOs and finance leadership
- Strong command of the value story: you don't need to be a technical expert, but you deeply understand the business outcomes the product delivers and can articulate them convincingly
- Ability to build compelling, value-driven executive presentations
- Highly organized with excellent written and verbal communication skills
- Experience with Gainsight, Salesforce, Zendesk, and PowerBI reporting is a plus
- Bachelor's degree (nice to have)
What the job involves
- As Principal Customer Success Manager, you will own the success of Tipalti's largest and most strategic customers, ensuring they achieve meaningful outcomes with our products and services
- Serving as the primary point of contact for these accounts, you will build strong, lasting relationships that turn customers into passionate Tipalti advocates
- You will be accountable for the overall health of your portfolio, spanning customer experience, engagement, product adoption, retention, and expansion, across some of our highest profile, top tier accounts
- These customers represent a significant portion of Tipalti's revenue and carry high visibility across the organization
- In this role, you will proactively engage your assigned accounts to establish benchmarks and milestones, lead business reviews, analyze product usage, communicate product releases and enhancements, gather and act on customer feedback, and recommend new products that strengthen existing capabilities
- You will identify opportunities to elevate the customer experience and drive revenue growth
- You will partner closely with your Strategic Account Manager on expansion opportunities and collaborate with your CXM as a unified account team, building account plans and delivering monthly updates to Tipalti's executive leadership
- Full ownership of customer health, advocacy, retention, and revenue growth for a portfolio of high profile enterprise accounts, each representing $500K+ in ARR
- Building and executing strategic account plans in partnership with your account team, including your Strategic Account Manager and CXM, with regular updates shared to executive leadership
- Leading strong discovery with your customers to uncover pain points, understand their business priorities, and connect them to the value Tipalti delivers
- Identifying and qualifying expansion opportunities across your portfolio, partnering with your SAM to drive upsell and cross-sell growth
- Developing trusted relationships with senior stakeholders throughout the customer journey, from post-implementation adoption through feature rollouts, integrations, and long-term growth
- Championing your customers' goals and objectives across the organization to maximize their experience and outcomes
- Serving as the primary point of contact for your accounts, proactively monitoring account health, addressing risks early, and acting as the point of escalation to ensure timely resolution
- Presenting executive business reviews that reinforce value delivered, align on strategic priorities, and position new opportunities
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, many 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, with 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 these functions, Tipalti has recognized that businesses do not want to juggle fragmented software solutions inefficiently, and delivers everything in one place. It continues to develop its offering, with a recent influx of funding supporting the incorporation of agentic artificial intelligence capabilities.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
-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
- Hybrid work model
- Equity packages
- Company events
- Collaborative work spaces
- Opportunities for professional growth
- Inclusive community
- Global opportunities and exposure
- Authentic colleagues
- Autonomy
Company HQ
Town Center, Foster City, CA
Leadership
Chen Amit
(Founder & CEO)General Manager of ECI Telecom from 1998 to 2000. Experience as CEO of Atrica.
Salary benchmarks
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