Enterprise Customer Success manager

Enterprise Customer Success manager at TiPJAR

HELLO,WE’RETIPJAR

TiPJARexiststomakeappreciationfair,transparent,anddirectandinjoining ourteam,you’llplayapartinputting 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 somethingnoonehasdonebefore,andthatmeans wemovefast,challengeassumptions,andpushthrough walls that would stop most teams.

We’reavalues-led,people-firstcompany.Wecelebratewinsloudly,communicateopenly,innovateboldly, and believe success is something we build and share together.

THEROLE

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.

WhatYou’llBeDoing DaytoDay:

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 relationships.
• Represent TiPJAR confidently with senior customer and hospitality-industry stakeholders.
• Bring customer and market insight back into the business to influence the product and customer proposition.

Leadership through expertise

• Share strategic and commercial account-management best practice across Customer Success.
• Support colleagues with practical guidance and mentoring.
• Contribute to Customer Success playbooks, frameworks and scalable ways of working.
• Lead by example as a senior individual contributor without formal people-management responsibility.

WhatYouBring

Essential experience

Proven experience in Customer Success or Account Management within hospitality technology. Candidates must understand the hospitality operator environment and have managed commercially important customer relationships in a hospitality-tech business.

• A track record of managing Enterprise or strategically important hospitality customer accounts.
• Demonstrable commercial experience owning renewals, negotiating with customers and closing revenue.
• Experience identifying and converting expansion opportunities within an existing customer base.
• Confidence building relationships and negotiating with senior and executive stakeholders.
• Strong strategic account-planning capability.
• Commercial judgement and the ability to balance customer value, retention and revenue growth.
• The ability to turn customer and performance data into compelling recommendations.
• An ability to recognise what works with individual Enterprise customers and turn that learning into scalable approaches for a wider customer base.
• Strong communication, influencing and cross-functional working skills.
• A proactive and adaptable approach suited to a growing business.

HowWeMeasureSuccess

• Enterprise customers are retained and see TiPJAR as a trusted strategic partner.
• Relationships extend beyond a single contact into senior and executive stakeholders.
• You own, negotiate and successfully close renewals across your portfolio.
• Account strategies create measurable customer value and commercial growth.
• Expansion opportunities contribute to increased NRR.
• Customer risk is identified early and actively managed.
• Customers become advocates through referrals, introductions, references and case studies.
• Enterprise successes are translated into scalable approaches that improve the experience and outcomes of smaller TiPJAR customers.
• Your expertise raises strategic and commercial account-management standards across Customer Success.

Key Relationships

Reports to Head of Customer Success

Works closely with Director of Customer Success, Sales, Product, Operations, Finance and Marketing

Externally Operational, finance, payroll, people and senior leadership stakeholders within Enterprise customers

WhatWeOffer

• Flexibleworking options
• Workfromanywhereforupto4weeks ayear
• SalarySacrifice PensionScheme
• Companysocials
• Avalues-led,supportive team
• Aworkplacewhereyourideasmatterandyourimpactisvisible

OurValues

• ATipIsEarned,NeverExpected:Werecognisegreatworkopenly, fairly,andoften.
• ACommunityofTrustandTransparency:Wecommunicatehonestly andcareabout the details.
• TapIntothePassion:Westaycurious, takesmartrisks, andkeepimproving.
• Success isaSharedTiPJAR:Wewintogether, supporteachother, andsharetherewards.

InterviewProcess

Wekeepourprocesssimple, transparent,andhuman. You’llmeetthepeopleyou’ll actuallyworkwith,andwe’ll give you space to show how you think, communicate, and collaborate.

• InitialConversation(20–30mins)-Arelaxed calltolearnmoreabout you,yourexperience,andwhatyou’re looking for.
• HiringManager CompetencyInterview(45mins)-Adeeper conversationabouttherole,yourskills,andhow you approach your work.
• TaskExercise-A60minute,role-relevanttaskthatgivesyouafeelfortheworkandhelpsusunderstandyour thinking.
• FinalConversation-AconversationwithaDirector orCofounder,giving youthechance toaskquestionsand get a real sense of what it’s like to work here.

Wemovequicklyandcommunicateopenly throughout.

Nosurprises,nolongwaits,nounnecessarysteps

PreemploymentScreening

All offersofemploymentatTiPJARaresubjecttopre-employmentchecks. ThisincludesaDBScheck, employment referencing,andconfirmationofyourright towork.Employmentcanonlybegin onceyouhavedemonstratedyour legal right to work in the UK, in line with the Immigration, Asylum and Nationality Act 2006.

TiPJARisanequalopportunityemployer.Wewelcome applicationsfromeveryone,regardlessofage,disability, gender identity or expression, marital or civil partnership status, pregnancy or maternity, race, religion or belief, sex, or sexual orientation. We are committed to building an inclusive workplace where everyone feels valued and able to thrive.

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