Principal Customer Success Manager

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. 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: 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 revie…