Customer Success Manager

Customer Success Manager We are looking for a talented Customer Success Manager to step onto a fintech unicorn rocketship! Why join Tipalti? Tipalti is the AI-powered platform for finance automation, elevating how finance teams operate in the global economy. We empower our customers to scale faster and smarter by removing the complexities of doing global business and accelerating their finance operations efficiency. Our platform provides a comprehensive suite of finance automation solutions designed for mid-market businesses across accounts payable, global payouts, procurement, employee expenses, corporate cards, supplier management, tax compliance, and treasury. Tipalti partners with leading financial institutions such as Citi, Wells Fargo, J.P. Morgan, and Visa, enabling over 5,000 global companies to efficiently and securely pay millions of suppliers and payees across 200+ countries and territories, in 120 currencies. 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. Founded in Israel in 2010, Tipalti is a global business headquartered in the San Francisco Bay Area (Foster City) with offices in Tel Aviv, Plano, Toronto, Vancouver, London, Amsterdam, Tbilisi and Medellin. In this role, you will be responsible for: Develop and maintain strong relationships with a portfolio of 150+ clients during each stage of their journey after implementation, assisting with and continuing through full adoption and beyond. This includes rolling out new features and enhancements, integrations, growing and expanding, and focusing on the customer’s experience. Become an expert in our products/services, stay up-to-date with product enhancements, and be a consultant and share best practices with customers. Drive brand loyalty, customer satisfaction, and advocacy Owner and primary point of contact for our customers, monitoring customer accounts to identify areas of improvement 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 with a north star of Customer experience, advocacy, and loyalty 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 an exceptional customer experience. Provide mentorship, coaching, and help with onboarding new and existing team members. About you Proven experience in customer success or account management, preferably in the Fintech space. ERP experience, accounts payable, ChurnZero, Zendesk, Salesforce, Jira, analytic reporting, and CSM tool experience are 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. Previous Project Management role or skills are a plus Thorough knowledge of basic accounting procedures and principles. CPA/Accounting experience preferred. Part-qualified or qualified experience within an…