As Principal Customer Success Manager, you will own the success of Tipalti’s largest and most strategic customers, ensuring they achieve meaningful outcomes with our products and services. You will be the primary point of contact for these accounts, building strong, lasting relationships that turn customers into passionate Tipalti advocates. You will be accountable for the overall health of your portfolio, spanning customer experience, engagement, product adoption, retention, and expansion.

These high‑profile accounts represent a significant portion of Tipalti’s revenue and carry high visibility across the organization. In this role, you will proactively engage your assigned accounts to establish benchmarks and milestones, lead business reviews, analyze product usage, communicate product releases and enhancements, gather and act on customer feedback, and recommend new products that strengthen existing capabilities. You will identify opportunities to elevate the customer experience and drive revenue growth.

You will partner closely with your Strategic Account Manager on expansion opportunities and collaborate with your CXM as a unified account team, building account plans and delivering monthly updates to Tipalti’s executive leadership. Full ownership of customer health, advocacy, retention, and revenue growth for a portfolio of high profile enterprise accounts, each representing $500K+ in ARR. Building and executing strategic account plans in partnership with your account team, including your Strategic Account Manager and CXM, with regular updates shared to executive leadership.

Leading discovery with customers to uncover pain points, understand their business priorities,



and connect them to the value Tipalti delivers. Developing trusted relationships with senior stakeholders throughout the customer journey, from post‑implementation adoption through feature rollouts, integrations, and long‑term growth. Championing your customers’ goals and objectives across the organization to maximize their experience and outcomes.

Serving as the primary point of contact for your accounts, proactively monitoring account health, addressing risks early, and acting as the point of escalation to ensure timely resolution. 10+ years of enterprise account ownership experience in Customer Success or a related strategic account management role, ideally in SaaS or Fintech. Proven success managing high profile, high ARR customers ($500K+) with complex stakeholder environments. Strong strategic account planning skills, with experience operating in an account team structure alongside sales, expansion, and experience partners.

Exceptional discovery skills: ability to ask the right questions, uncover pain, and translate customer challenges into opportunities. Demonstrated ability to identify, qualify, and support expansion opportunities within an existing book of business. Comfortable engaging and building credibility with senior executives,



including CFOs and finance leadership.

Experience with Gainsight, Salesforce, Zendesk, and PowerBI reporting is a plus. Bachelor’s degree (nice to have) Hybrid working model that requires you to be in office Monday, Tuesday, and Thursday. Competitive salary and stock options.

Extended benefits, Employee Assistance Program, life insurance, AD&D;, LTD. Subsidized 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 compensation information reflects our reasonable expectation for this role based on several factors, including current market conditions. 135,000 – $150,000 CAD annually.

Bonus: Target bonus is 15% of base salary. Bonus entitlement is based on a combination of organizational results, individual performance, and relative contribution, as assessed by Tipalti in its sole discretion, to be formalized and communicated following your start date. 155,250 – $172,500 CAD annually (includes base salary plus target bonus/commission). We are committed to recruiting diverse candidates with diverse personal experiences and abilities.

Should you require reasonable adjustments or accommodations during the recruitment process, including access to alternate formats of materials, meeting spaces, or other accommodations that could better enable your full participation, please reach out to [email protected] may use artificial intelligence and automated systems to screen, assess, and select candidates during our recruitment process.

📌 Executive Customer Success Manager (Remote) (Toronto)
🏢 Tipalti
📍 Toronto