Principal Customer Success Manager - Scaled

As a Principal Customer Success Manager you will play a crucial role in ensuring our customers achieve their desired outcomes with our products/services. You will work with customers either in 1:1 engagements for high-impact goals or by running scaled success programs to impact targeted customer segments. Your focus will be leveraging tools and technology to deliver value to multiple accounts at once through scaled programs, such as creating outreach campaigns, custom training/webinars, hosting office hours, and establishing a customer community.  In this role, you will be proactive, set benchmarks and milestones, present business reviews, product solutions, review product usage, product releases, enhancements, discuss feedback, suggest new products that will enhance their existing capabilities where we can, and make suggestions to improve the overall customer experience. 

Why join Tipalti?

Tipalti is one of the world’s fastest-growing fintech companies. We free finance professionals to lead by modernizing the entire payables operation. We are a well-funded, late-stage start-up backed by high-profile investors. Our 2021 Series F funding round raised $270 million, valuing us at over $8.3 billion. With total funding of just over $550 million, and with more than 4000 global customers, Tipalti is one of the most valuable private fintech companies in the world.

At Tipalti, we pride ourselves on our collaborative culture, the quality of our product and the capabilities of our people. Tipaltians are passionate about the work they do, and keen to get the job done. Tipalti offers competitive benefits, a flexible workplace, career coaching, and an environment where diverse individuals can thrive and make an impact. Our culture ensures everyone checks their egos at the door and stands ready to reach for success together. 

In this role, you will be responsible for:

• Own a portfolio of 1,000+ clients 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
• Uncover growth opportunities in your portfolio through upsells and cross sells
• Focus on net dollar retention and churn prevention
• Work closely with Sales, Sales Expert(s), Solutions Consultants, Implementation, Support, Product and Marketing to proactively collect, receive, share and action on feedback to drive collaboration and adoption.
• Use data to prioritize and change prioritizations internally across the organization to help drive exceptional customer experience.
• Provide mentorship, coaching and help with onboarding new and existing team members.

About you 

• 3+ years of customer success or account management experience, preferably in the Fintech space
• Experience working with a large portfolio of customers 500+, automating customer experiences, and driving adoption of our customer community
• Strong understanding of digital touch models in customer success
• ERP experience, accounts payable, ChurnZero, Zendesk, Salesforce, Jira, analytic reporting, and CSM tool experience is a plus
• Strong understanding of the fin tech industry and our products/services
• Exceptional communication and interpersonal skills
• Highly organized with excellent oral and written communication skills
• High level of enthusiasm, initiative, commitment, and professionalism
• Ability to build compelling value-driven client facing presentations
• Ability to gather complex requirements and work with a team to design a solution
• Ability to engage with all levels in an organization from the CEO, CFO, Accountant, etc.
• Previous Project Management role or skills are a plus
• Thorough knowledge of basic accounting procedures and principles. CPA/Accounting experience preferred.

Our benefits package includes:

• Hybrid working model that requires you to be in the Foster City office on  Monday, Tuesday, and Thursday
• Competitive salary and stock options
• Matching 401K
• Extended benefits, Employee Assistance Program, life insurance, AD&D, LTD
• 15 days of PTO
• Free lunch on office days
• Fresh fruit, snacks & drinks in office
• Phone/internet allowance 
• Regular company-wide social events
• Multiple ERG groups celebrating our diversity and creating an inclusive culture 

The anticipated base pay rate for th