Enterprise Customer Success manager

HELLO, WE’RE TIPJAR

TiPJAR exists to make appreciation fair, transparent, and direct and in joining our team, you’ll play a part in putting tipping back in the hands of the people who earn it and rely on it most.

What began as a bold idea has become a global platform changing the daily lives of thousands. We’re doing something no one has done before,and that means we move fast, challenge assumptions, and push through walls that would stop most teams.

We’re a values-led, people-first company. We celebrate wins loudly, communicate openly, innovate boldly, and believe success is something we build and share together.

THE ROLE

Own and commercially grow a portfolio of Enterprise customers, building trusted relationships that maximise customer value, retention, revenue growth and advocacy.
 

You will be accountable for the full commercial lifecycle of your accounts, including renewals and expansion. This is a customer success and sales role: you will identify opportunities, build the commercial case, negotiate and close renewals and growth opportunities rather than handing them to a separate salesperson.
 

You will also use the insight, approaches and repeatable successes developed with larger Enterprise customers to improve how TiPJAR supports smaller customers at scale.
 

This is a senior individual-contributor role. You will lead through account expertise, judgement and influence rather than formal people management.

What You’ll Be Doing Day to Day:

Strategic customer relationships
• Take full ownership of assigned Enterprise customer relationships.
• Build trusted relationships across operational, finance, payroll, people and senior leadership teams.
• Understand each customer’s business priorities, challenges and measures of success.
• Develop clear account strategies covering value, risk, retention and commercial growth.

Customer value and outcomes
• Lead strategic customer reviews and forward-planning conversations.
• Use customer and platform data to demonstrate value and recommend improvements.
• Help customers improve operational efficiency, compliance, product adoption and employee outcomes.
• Build success plans that connect TiPJAR’s service to the outcomes that matter to each customer.
 

Own retention, renewals and revenue growth
• Take commercial ownership of the portfolio, with accountability for retention, renewals and expansion.
• Lead renewal conversations from strategy and proposal through negotiation and close.
• Identify, develop and close growth opportunities across additional sites, brands, products, services and integrations.
• Build compelling commercial cases based on customer value and business outcomes.
• Maintain clear visibility of account health, renewal position, commercial pipeline, GRR and NRR.
• Partner with Sales and Leadership where their expertise or relationships add value, while retaining ownership of closing opportunities within existing accounts.

Turn Enterprise learning into scalable customer success
• Use learning from Enterprise customers to improve outcomes across TiPJAR’s broader customer base.
• Turn successful conversations, insights, content and customer journeys into repeatable approaches for smaller accounts.
• Help develop digital and self-service journeys that give smaller customers an Enterprise-quality experience efficiently.
• Identify common needs, risks and opportunities that can be solved once and scaled across many customers.
• Work with Customer Success, Product, Marketing and Operations to turn these insights into better customer journeys.
 

Advocacy and market influence
• Develop strong customer advocates, references, case studies and success stories.
• Generate introductions and referral opportunities from customer rel