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

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.

What You’ll Be Doing Day to Day:

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.

What You Bring 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.

How We Measure Success 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.

Interview Process We keep our process simple, transparent, and human. You’ll meet the people you’ll actually work with, and we’ll give you space to show how you think, communicate, and collaborate.

Initial Conversation (20–30 mins) - A relaxed call to learn more about you, your experience, and what you’re looking for. Hiring Manager Competency Interview (45 mins) - A deeper conversation about the role, your skills, and how you approach your work. Task Exercise - A 60-minute, role-relevant task that gives you a feel for the work and helps us understand your thinking. Final Conversation - A conversation with a Director or Cofounder, giving you the chance to ask questions and get a real sense of what it’s like to work here. We move quickly and communicate openly throughout. No surprises, no long waits, no unnecessary steps

Preemployment Screening All offers of employment at TiPJAR are subject to pre-employment checks. This includes a DBS check, employment referencing, and confirmation of your right to work. Employment can only begin once you have demonstrated your legal right to work in the UK, in line with the Immigration, Asylum and Nationality Act 2006.

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.

Application Acknowledgement Due to the high volume of applications we receive, we may not be able to contact you individually if you have not been shortlisted. If you do not hear from us within the advertised timeframe, please assume your application has not progressed on this occasion.