Principal Customer Success Manager

In this role, you will be responsible for:

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 strong discovery with your customers to uncover pain points, understand their business priorities, and connect them to the value Tipalti delivers.
Identifying and qualifying expansion opportunities across your portfolio, partnering with your SAM to drive upsell and cross-sell growth.
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.
Presenting executive business reviews that reinforce value delivered, align on strategic priorities, and position new opportunities.

About you

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: you know how 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.
Strong command of the value story: you don’t need to be a technical expert, but you deeply understand the business outcomes the product delivers and can articulate them convincingly.
Ability to build compelling, value-driven executive presentations.
Highly organized with excellent written and verbal communication skills.
Experience with Gainsight, Salesforce, Zendesk, and PowerBI reporting is a plus.
Bachelor’s degree (nice to have)