Customer Success Manager, Scaled Accounts

SD Solutions is looking for a talented **Customer Success Manager** to step onto a fintech unicorn rocketship

Company offers a hybrid format of work: (hybrid office visit - 3 days in the office/2 remote). The office is located in Edificio Select, Cra. 29c, El Poblado, Medellín, Antioquia, Colombia.

As a Customer Success Manager, Scaled Accounts, you will be crucial in ensuring our customers achieve their desired outcomes with our products/services. You will work to identify and scale customers to drive growth within a segment of over 1,000 customers. Your focus will be on leveraging tools and technology to identify expansion and growth opportunities within the scaled book of business. In this role, you will be proactive, set benchmarks and milestones, present business reviews, advocate for product solutions, review product usage, discuss feedback, and make suggestions to improve the overall customer experience.

**Responsibilities**:

- Own a portfolio of 300+ clients within the Scaled segment to drive growth and expansion through cross-sells and upsells
- Scale high-growth accounts to higher-touch models
- Identify customer business changes (acquisitions, recent funding, mergers) to uncover expansion opportunities.
- Use data to identify customer usage trends within your book of business
- 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
- Work closely with Sales, Sales Experts, Solutions Consultants, Implementation, Support, Product, and Marketing to proactively collect, receive, share, and act on feedback to drive collaboration and adoption.

**Requirements**:

- **2+ years** of customer success or account management experience, preferably in the Fintech space
- Previous Sales role or skills are a plus
- ERP experience, accounts payable, **ChurnZero**, **Zendesk**, **Salesforce, Jira, analytic reporting**, and **CSM** tool experience are a plus
- Strong understanding of the fintech 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.
- Thorough knowledge of basic accounting procedures and principles. CPA/Accounting experience preferred.
- Relevant accounting certification (part or fully qualified), including but not limited to CPA, ACA, ACCA, or CIMA
- Thorough knowledge of basic accounting procedures and principles

**About the company**:
Tipalti is transforming finance and helping the hottest companies grow and scale their global finance operations. We’re also growing through a sustainable business model and looking to remove days of finance work every week so business leaders can focus on building a future-proofed, best-in-class finance operation. World-changing businesses like Amazon, Twitch, Twitter, and Roblox use Tipalti to automate and scale their finance operations. The only way we can continue to support companies looking to transform their FinOps functions through our platform is with great people. It is a global payables automation platform that provides a cloud solution to scale and automate global payables operations. The startup has already raised $565M funding.