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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.
In this newly created role, you will own the post-go-live customer experience for a portfolio of customers referred through Tipalti's strategic partner ecosystem. You will build trusted relationships with senior customer stakeholders, acting as a strategic advisor throughout the customer lifecycle. Your responsibilities include:
- 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 across multiple stakeholders
- Developing deep understanding of the partner ecosystem and collaborating with Alliances teams to deliver consistent customer experience
- Advocating for partner-referred customers and ensuring their unique use cases are understood across the organization
- Building and scaling operational infrastructure for Partner Customer Success, including processes, segmentation, and engagement strategies
- Using customer insights and feedback to influence Tipalti's Partner Customer Success strategy
- Mentoring team members and contributing to broader Customer Success organization initiatives
This is a ground-floor opportunity to shape how Partner Customer Success operates at Tipalti. You will work in a hybrid model (Monday, Tuesday, Thursday in office) at the Vancouver location.
REQUIREMENTS:
- 5+ years of Customer Success or Account Management experience, ideally in SaaS, Fintech, or complex B2B environments
- Proven track record as a Senior Customer Success Manager managing complex customer relationships and driving adoption, retention, growth, and advocacy
- 1+ year experience working within or alongside partner, alliances, channel, or ecosystem environments
- Experience managing portfolios of complex, high-value, or strategic customers with senior/executive-level stakeholders
- Commercially minded with demonstrated ability to identify customer growth opportunities and partner with Account Management/Sales teams
- Comfortable navigating complex relationships across customers, partners, and internal teams
- 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 at multiple levels
- Comfortable operating in evolving environments where processes may not yet exist
- Ability to gather complex customer requirements, collaborate cross-functionally, and communicate compelling value propositions
- AI-savvy with demonstrated experience leveraging AI tools to improve customer outcomes and operational efficiency
- Experience with ERP systems, accounts payable, Gainsight, Zendesk, Salesforce, Jira, or Customer Success platforms is an asset
- Project management experience or strong project management skills are an asset
- High level of enthusiasm, initiative, accountability, and professionalism
