As a Digital Customer Engagement Manager, you will ensure our customers achieve their desired outcomes with our products/services. You will work with customers primarily within the Scaled customer segment by developing and executing success programs that deliver a great customer experience through orchestrated digital journeys. These 1:Many programs help drive adoption and maximize the value of Tipalti. Your focus will be on collaborating with cross-functional teams and leveraging tools and technology to deliver value to multiple accounts at the right time in their adoption journey. Examples include developing automated onboarding and adoption programs, supporting hosting office hours and 1:Many webinars, and creating target email communications that promote renewal events, retention, growth, advocacy, and customer community engagement.

In this role, you will be data-driven and goal-oriented, with a mindset focused on creating great customer experiences at scale, leveraging the latest technology, such as Gainsight and other AI solutions.

Why join Tipalti?

Tipalti is the AI-powered platform for finance automation, elevating how finance teams operate in the global economy. We empower our customers to scale faster and smarter by removing the complexities of doing global business and accelerating their finance operations efficiency. Our platform provides a comprehensive suite of finance automation solutions designed for mid-market businesses across accounts payable, global payouts, procurement, employee expenses, corporate cards, supplier management, tax compliance, and treasury. Tipalti partners with leading financial institutions such as Citi, Wells Fargo, J.P. Morgan, and Visa, enabling over 5,000 global companies to efficiently and securely pay millions of suppliers and payees across 200+ countries and territories, in 120 currencies.

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.

Founded in Israel in 2010, Tipalti is a global business headquartered in the San Francisco Bay Area (Foster City) with offices in Tel Aviv, Plano, Toronto, Vancouver, London, Amsterdam, Tbilisi and Medellin.

In this role, you will be responsible for:

• Own the digital engagement strategy and execution for a portfolio of 1,000+ customers during each stage of their journey after implementation including full adoption, value realization, expansion and renewal.
• Create programs that help to drive upsell and cross-sell growth opportunities while improving net dollar retention, churn reduction, advocacy, brand loyalty and customer satisfaction.
• Work closely with other CSMs, Sales, Marketing, Implementation, Support and Product, and Marketing to support optimizing digital touch experiences while creating opportunities to connect people with our customers in 1:1 and 1:Many formats.
• Design & Execute Digital Campaigns – Build and manage orchestrated / automated journeys in Gainsight to deliver value to the right audiences at the right time in their journey. Segment audiences and report and optimize campaign performance based on engagement metrics.
• Measure & Optimize – Monitor key engagement metrics to measure program effectiveness and use insights to refine campaign strategies focused on customer experience.
• Customer Interaction (Light-Touch) – you’ll occasionally engage with customers to gather feedback, validate messaging, or participate in customer-facing webinars/events.
• Provide mentorship, coaching, and help with onboarding new and existing team members.

About you

• 3+ years of digital engagement strategy, customer success (CS) or related account management experience, in a B2B SaaS environment. (Fintech is a plus)
• Experience working with a scaling portfolio of customers, 500+, automating customer experiences, and driving adoption and value outcomes.
• Strong understanding of digital touch models and / or customer success metrics.
• Experience with Gainsight (or other CS platforms), AI Tools, Salesforce, Zendesk, Jira, Power BI/analytic reporting is preferred.
• Exceptional collaboration, organization and communication. (Previous Project Management role is a plus)
• High level of enthusiasm, initiative, commitment, and professionalism
• Hands-on experience building programs, managing campaigns, and using analytics in Gainsight (or similar platform).
• Ability to gather complex requirements and work with a team to design a solution
• Some knowledge of corporate finance / accounting procedures and principles are a plus

Our benefits package includes:

• Hybrid working model that requires you to be in the Plano office on Monday, Tuesday, and Thursday
• Competitive salary and stock options
• Matching 401K
• Extended benefits, Employee Assistance Program, life insurance, AD&D, LTD
• Maternity, Paternity and Fertility Treatment benefits
• 15 days of PTO
• 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

Tipalti’s sales teams drive global growth for our best-in-class product. Whether you are an account executive, sales development representative, or solutions consultant, you’ll be joining a team of individuals who thrive within a fast-paced, metrics- and performance-driven sales organization. Our collaborative culture ensures that our sales teams work as one to deliver on common goals, whilst being provided with the resources to learn and grow via the Tipalti Academy.

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