Senior Customer Success Manager

Requirements

• 5+ years of relevant experience with a minimum of 5+ years of customer success or account management experience, preferably in the Fintech space
• ERP experience, accounts payable, Gainsight, Zendesk, Salesforce, Jira, analytic reporting, and CSM tool experience is a plus
• A proven ability to network with senior internal and external personnel (CEO, CFO, etc.), including key contacts outside your own area of expertise
• Sought after by colleagues at all levels for your input, expertise, and help
• Highly organized with excellent oral and written communication and interpersonal skills
• High level of enthusiasm, initiative, commitment, and professionalism
• Ability to gather complex requirements and work with a team to design a solution and build compelling value propositions
• Previous Project Management role or skills are a plus

• Build and manage strong relationships with a portfolio of 25+ clients, guiding them through adoption, expansion, and long-term success
• Act as a trusted advisor by providing strategic insights, sharing best practices, and driving the use of Tipalti’s solutions
• Serve as the primary point of escalation, ensuring timely resolution of issues with empathy and a focus on win-win outcomes
• Drive customer outcomes including adoption, retention, advocacy, and net dollar retention, while uncovering upsell and cross-sell opportunities
• Collaborate cross-functionally, using customer feedback and data to inform prioritization and improve the customer experience
• Mentor and coach team members, supporting onboarding and contributing to initiatives that strengthen the broader Customer Success team
• Proven track record of exceeding renewal targets and navigating complex contract negotiations to secure favorable terms. Drives revenue growth through proactive account management, identifying and closing upsell opportunities