Who you are

- 5+ years of relevant experience with a minimum of 5+ years of customer success or account management experience, preferably in the Fintech space

- 3 years of relevant experience working within partner/alliances ecosystems, with an understanding of the unique dynamics of partner-led growth

- Commercially minded with a proven track record of growing accounts and driving retention. This role is focused on customer growth and advocacy, with a close partnership with our Account Management team to identify and progress expansion opportunities. As the role matures, greater commercial ownership is expected to follow

- ERP experience, accounts payable, Gainsight, Zendesk, Salesforce, Jira, analytic reporting, and CSM tool experience is a plus
- A proven ability to network with senior internal and external personnel (CEO, CFO, etc.), including key contacts outside your own area of expertise

- Highly organized with strong communication and interpersonal skills, both written and verbal

- Ability to navigate complex relationships (internal and external) and act as a bridge between teams

- AI-savvy, with demonstrated experience leveraging AI tools or processes to improve customer outcomes and operational efficiency

- High level of enthusiasm, initiative, commitment, and professionalism

- Ability to gather complex requirements and work with a team to design a solution and build compelling value propositions

- Eager to help build a recent role from the ground up; you don't need all the answers, but you have the initiative to figure them out and influence the path forward

- Previous Project Management role or skills are a plus

What the job involves





- As a Senior Partner Customer Success Manager, you will join our growing Customer Success organization in a newly created role focused on the post-go-live experience for customers brought on through our strategic partner ecosystem

- You will serve as the primary CS touchpoint for these customers, working closely with our Partners team to ensure they achieve long-term success

- As this is a new function, the ideal candidate is comfortable with ambiguity, eager to shape new processes and ready to help build this program from the ground up

- Leading the customer experience post-go-live for customers referred by our partners, ensuring a seamless transition and sustained value realization

- Driving account portfolio growth and creating customer advocates by proactively managing account health, resolving escalations and collaborating with Partner and Account Management teams and Support to share CS-driven insights that shape our partner strategy and customer solutions

- Helping build, refine, and scale the operational infrastructure for partner-led customer success, from segmentation to enablement

- Advocating for the needs of partner-referred customers, ensuring their specific use cases are understood and supported across the organization

- Partnering with internal teams to manage escalations and ensure consistent service delivery

- Mentoring and coaching team members and contributing to initiatives that strengthen the broader Customer Success team

Benefits

- Hybrid work model

- Equity packages

- Company events

- Collaborative work spaces

- Opportunities for professional growth

- Inclusive community

- Global opportunities and exposure

- Authentic colleagues

- Autonomy

📌 Senior Partner Customer Success (Toronto)
🏢 Tipalti
📍 Toronto