Principal, Customer Success Manager

at  Tipalti

As Principal Customer Success Manager you will play a crucial role in ensuring our customers achieve their desired outcomes with our products/services. You will be the primary point of contact for our customers, responsible for creating raving Tipalti fans by building and maintaining strong, long-lasting relationships. In this role, you will focus on the health of your customer relationships, experience, engagement, adoption, retention, and expansion of our product with some of our highest profile, top tier customers. These customers represent a significant portion of Tipalti’s overall revenue and are highly visible and important to the organization. In this role, you will proactively reach out to your assigned accounts to set benchmarks and milestones, present business reviews, review product usage, product releases, enhancements, discuss feedback, suggest new products that will enhance their existing capabilities, and make suggestions to improve the overall customer experience and drive revenue. You will need to meet with these customers in person regularly, build and present your account plans to our COO and VP of Strategic Sales on a monthly basis and demonstrate your success in driving these goals.

INTERESTED IN LEARNING MORE ABOUT US?

Tipalti is the only company handling both global partner payments and accounts payable workflows for high-velocity companies across the entire financial operations cycle: onboarding and managing global suppliers, instituting procurement controls, streamlining invoice processing and approvals, executing payments around the world, and reconciling payables data across a multi-subsidiary finance organization. Tipalti enables companies to scale quickly by making payables strategic with operational, compliance, and financial controls. Through Tipalti, our clients can efficiently and securely pay thousands of partners and suppliers in 196 countries within minutes.
Tipalti is fueled by a commitment to our customers and a desire to build lasting connections. Our client portfolio includes high-velocity businesses such as Amazon Twitch, GoDaddy, Roku, WordPress.com, and ZipRecruiter. We work hard for our 98% customer retention rate which is built on trust, reliability and innovation. Tipalti means we handled it” - a mission to which we are constantly committed.

• Full ownership of advocacy, revenue goals, customer health, upselling and cross selling for 15 enterprise accounts, a portfolio size of $50M ACV, with growth potential.
• Drive awareness of your customer’s goals and objectives across the organization to maximize customer experience and revenue.
• Develop and maintain strong relationships with your customers during each stage of their journey after implementation, assisting with and continuing through full adoption and beyond including rolling out new features and enhancements, integrations, growing and expanding focusing on the customer’s experience
• Become an expert in our products/services and stay up-to-date with product enhancements, being a consultant and sharing best practices with customers
• Drive brand loyalty, customer satisfaction, and advocacy
• Owner and main point of contact for our customers, monitoring customer accounts to identify areas of improvements 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