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Salary: CAD 102,400 - 128,000 / 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 Senior Customer Success Manager, Partnerships, you will own the post-go-live customer experience for a portfolio of customers referred through Tipalti's strategic partner ecosystem. This is a newly created role that combines core customer success responsibilities with a unique focus on the partner ecosystem surrounding your customers.
Key responsibilities include:
- Owning post-go-live customer experience and ensuring seamless transitions for partner-referred customers
- Building trusted relationships with senior customer stakeholders and acting as a strategic advisor throughout the customer lifecycle
- Proactively managing customer health, adoption, engagement, retention, and risk while identifying growth opportunities
- Driving account portfolio growth and creating customer advocates by partnering with Account Management, Alliances, Support, and other teams
- Navigating complex customer situations and leading escalations
- Collaborating with Alliances and Partner teams to deliver consistent customer experience across the partner ecosystem
- Advocating for partner-referred customers and ensuring their unique use cases are understood across the organization
- Helping build, refine, and scale operational infrastructure for Partner Customer Success, including processes, segmentation, engagement strategies, and enablement
- Using customer insights and feedback to influence Partner Customer Success strategy evolution
- Mentoring and coaching team members and contributing to broader Customer Success organization initiatives
This role offers the opportunity to help shape how Partner Customer Success operates at Tipalti. You will be comfortable with ambiguity, enjoy building and improving processes, and are excited by the opportunity to create something from the ground up.
The hybrid working model requires presence in office Monday, Tuesday, and Thursday. Benefits include competitive salary with stock options, matching RRSP, extended benefits, EAP, life insurance, maternity/paternity/fertility benefits, 15 days PTO, subsidized lunch on office days, phone/internet allowance, and regular company-wide social events.
REQUIREMENTS:
- 5+ years of Customer Success or Account Management experience, ideally within SaaS, Fintech, financial technology, or another complex B2B environment
- Proven track record as a Senior Customer Success Manager successfully managing complex customer relationships and driving adoption, retention, growth, and advocacy
- Ideally 1+ year of experience working within or alongside a partner, alliances, channel, or ecosystem environment; understanding of dynamics when multiple organizations are involved in customer relationships
- Experience managing a portfolio of complex, high-value, or strategic customers and building trusted relationships with senior and executive-level stakeholders
- Commercially minded with demonstrated ability to identify customer growth opportunities and partner with Account Management or Sales teams on expansion conversations
- Comfortable navigating complex relationships across customers, partners, and internal teams; ability to act as bridge between multiple stakeholders
- Strong experience managing customer health, adoption, risk, escalations, renewals, and long-term value realization
- Highly organized with strong written and verbal communication skills and ability to influence stakeholders at multiple levels
- Comfortable operating in evolving environment where processes may not yet exist; excited about building new function from ground up
- Ability to gather complex customer requirements, collaborate cross-functionally to develop solutions, and communicate compelling value propositions
- AI-savvy with demonstrated experience leveraging AI tools or processes to improve customer outcomes, uncover insights, and increase operational efficiency
- Assets: Experience with ERP systems, accounts payable, Gainsight, Zendesk, Salesforce, Jira, analytics/reporting tools, or other Customer Success platforms; project management experience or strong project management skills
- High level of enthusiasm, initiative, accountability, and professionalism
- AI-forward mindset including ability to adopt AI-powered tools to scale account coverage, surface customer insights, streamline workflows, and help customers apply AI to their business goals
