At a Glance
- Tasks: Build long-term client relationships and drive measurable success for enterprise accounts.
- Company: Join TiPJAR, a values-led company transforming the tipping experience globally.
- Benefits: Enjoy competitive salary, flexible working, and a supportive team culture.
- Other info: Work in a dynamic environment where your ideas matter and growth is encouraged.
- Why this job: Make a real impact by helping clients succeed and shaping the future of Customer Success.
- Qualifications: Experience in Customer Success or Account Management, with strong relationship-building skills.
The predicted salary is between 50000 - 60000 £ per year.
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.
We’re looking for an Enterprise Customer Success Manager with a passion for building long‑term client relationships and driving measurable success. You’ll manage a portfolio of high‑value enterprise accounts, deliver an exceptional, partnership‑led customer experience, and work cross‑functionally to ensure our clients get the very best from TiPJAR. This role is all about retention, engagement, and satisfaction, as well as helping to shape the future of the Customer Success function through knowledge sharing, process improvements, and mentoring. You’ll be the strategic partner our enterprise clients rely on; the person who understands their goals, anticipates their needs, and ensures TiPJAR becomes an essential part of how they operate.
Responsibilities
- Own the post‑onboarding relationship with assigned enterprise clients, ensuring consistency, value delivery, and long‑term partnership.
- Actively manage client goals, platform adoption, and account health to maximise retention and measurable success.
- Lead structured account reviews, presenting insights, performance trends, and clear recommendations.
- Identify and mitigate risk early by monitoring engagement signals and addressing issues before they escalate.
- Develop a deep understanding of each client’s operating model, tipping policies, and success metrics.
- Guide clients through legislative changes, platform updates, and operational challenges, ensuring smooth transitions.
- Collaborate closely with Product, Tech, and Support to resolve issues, champion client needs, and influence improvements.
- Share best practices, playbooks, and learnings to strengthen the Customer Success function.
- Contribute to roadmap discussions and cross‑functional initiatives that enhance the end‑to‑end client journey.
Qualifications
- Proven experience in Customer Success or Account Management, ideally within SaaS, fintech, or hospitality.
- Exceptional relationship‑building and communication skills, with confidence engaging senior and executive stakeholders.
- Strength in delivering strategic account reviews, translating data into insights and presenting recommendations with impact.
- Commercial awareness, with the ability to support renewal and expansion conversations through value‑led engagement.
- Experience navigating complex, multi‑stakeholder organisations, building trust across Operations, Finance, HR, and Technology.
- Strong CRM proficiency (HubSpot a plus), with the ability to maintain accurate data, track health signals, and manage structured workflows.
- A proactive, solutions‑focused mindset, with strong organisational and prioritisation skills.
- A collaborative approach, contributing to process improvements, knowledge sharing, and a high‑performing team culture.
Nice to have:
- Familiarity with hospitality operations or tipping environments.
Success Metrics
- Retention and growth of your enterprise portfolio, demonstrated through strong adoption, engagement, and value delivery.
- Quality, clarity, and consistency of your client interactions, documentation, and strategic account reviews.
- Your ability to anticipate risks early, resolve issues proactively, and maintain strong account health.
- Contribution to process improvements, playbooks, and ways of working that strengthen the Customer Success function.
- Strength of cross‑functional collaboration, ensuring client needs are championed across Product, Tech, and Support.
- Positive feedback from clients and internal stakeholders, reflecting trust, partnership, and professionalism.
What We Offer
- Competitive salary
- Flexible working options
- Work from anywhere for up to 4 weeks a year
- TiPJAR rewards scheme
- Salary Sacrifice Pension Scheme
- Company socials
- A values‑led, supportive team
- A workplace where your ideas matter and your impact is visible
Our Values
- A Tip Is Earned, Never Expected: We recognise great work openly, fairly, and often.
- A Community of Trust and Transparency: We communicate honestly and care about the details.
- Tap Into the Passion: We stay curious, take smart risks, and keep improving.
- Success is a Shared TiPJAR: We win together, support each other, and share the rewards.
Equal Opportunities
TiPJAR is an equal opportunity employer. We welcome applications from everyone, regardless of age, 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.
Enterprise Customer Success manager employer: TiPJAR
At TiPJAR, we pride ourselves on being a values-led, people-first company that fosters a supportive and inclusive work culture. As an Enterprise Customer Success Manager, you'll enjoy flexible working options, a competitive salary, and the opportunity to make a tangible impact in a fast-paced environment where your ideas are valued. With a strong focus on employee growth and collaboration, TiPJAR is dedicated to ensuring that you thrive while helping to reshape the future of tipping for countless individuals.
StudySmarter Expert Advice🤫
We think this is how you could land Enterprise Customer Success manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at TiPJAR. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like TiPJAR before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Enterprise Customer Success manager
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to TiPJAR:Your cover letter is your chance to shine! Tell us why you want to work at TiPJAR specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at TiPJAR!
How to prepare for a job interview at TiPJAR
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
