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Salary: CAD 120,000 - 150,000 / annual
Tipalti is an AI-powered platform for finance automation serving mid-market businesses globally. The company provides comprehensive solutions across accounts payable, global payouts, procurement, employee expenses, corporate cards, supplier management, tax compliance, and treasury. Tipalti partners with leading financial institutions and serves over 5,000 global companies.
As Manager of Strategic Customer Onboarding, you will lead a team responsible for Tipalti's most complex and strategically important customer implementations, including both internally delivered and partner-led engagements. This is a people and portfolio leadership role focused on team performance and delivery outcomes, not individual implementation work.
Key responsibilities include:
- Lead, coach, and develop a team of experienced Onboarding Managers responsible for complex customer implementations
- Establish clear performance expectations, provide regular coaching and feedback, and create development opportunities
- Build a culture of ownership and accountability where managers independently lead their portfolios
- Recruit, hire, onboard, and develop new team members as the organization grows
- Own performance management, goal setting, and development planning for the team
- Manage the overall health and performance of the Strategic Onboarding portfolio, including project health, delivery risk, time-to-value, customer experience, capacity, and forecast accuracy
- Establish and lead a consistent portfolio operating cadence that surfaces risks early and enables proactive intervention
- Own staffing and capacity management, balancing customer needs, project complexity, team capabilities, and business priorities
- Serve as first-level management escalation for at-risk implementations, providing leadership and executive customer engagement when appropriate
- Provide leadership oversight for Tipalti's most complex implementations, ensuring teams have necessary resources and cross-functional support
- Identify patterns across projects and translate them into systemic improvements
- Maintain accurate portfolio visibility and forecasting using data to identify emerging risks and capacity constraints
- Provide operational oversight of strategic partner-led implementations, ensuring appropriate visibility, governance, and consistent delivery standards
- Identify and implement improvements to delivery processes, tools, and operating practices
- Partner with Product, Engineering, Support, Sales, Professional Services, and Alliances to resolve recurring delivery barriers
- Ensure lessons learned and successful practices are captured and reused across the team
- Share structured product and process feedback to improve the customer onboarding experience
- Champion adoption of AI-enabled delivery workflows, partnering with the AI Strategy function to identify opportunities and drive adoption
- Help evolve team roles and operating practices as AI removes administrative work
The hybrid working model requires presence in office Monday, Tuesday, and Thursday. Benefits include matching RRSP, extended benefits, life insurance, maternity/paternity/fertility benefits, 15 days PTO, subsidized lunch on office days, phone/internet allowance, and regular company social events.
Requirements:
- 7+ years of experience in Customer Onboarding, Professional Services, Implementation, or similar customer delivery function within B2B SaaS
- 3+ years of direct people-management experience leading experienced implementation or onboarding professionals
- Demonstrated experience managing a portfolio of complex enterprise customer implementations with accountability for delivery quality, customer outcomes, capacity, and risk
- Strong people leader with track record of coaching experienced professionals, managing performance, and developing future leaders
- Strong executive presence and demonstrated ability to lead difficult customer conversations and high-stakes escalations
- Excellent operational judgment to distinguish between individual project problems and systemic delivery issues
- Demonstrated ability to build scalable processes and operating rhythms in fast-changing environments
- Strong cross-functional leadership skills and ability to influence Product, Engineering, Sales, Support, Alliances without direct authority
- Strong analytical skills and comfort using data to understand portfolio health, capacity, performance, and emerging risks
- Excellent communication, prioritization, problem-solving, and decision-making skills
- Detail-oriented and well organized with ability to maintain strategic perspective while managing complex delivery portfolio
- Ability to operate effectively in fast-paced, deadline-driven environment
- BA/BS in related field or equivalent practical experience
Preferred qualifications:
- Experience leading complex fintech, payments, ERP, or financial-technology implementations
- Experience working with implementation partners or systems integrators
- Experience leading teams through AI, automation, or significant delivery-process transformation
- Familiarity with Salesforce, project-management platforms, and ticketing systems such as Jira
- Experience operating in high-growth SaaS environment
- Experience partnering closely with Product and Engineering organizations to resolve systemic customer-delivery challenges
