Strategic Customer Success Manager

Trustpair empowers large global companies to eliminate vendor payment fraud with a market leading account validation automation platform. Trustpair serves over 300 enterprise customers, helping finance teams protect against 100% of fraud attacks.

The company’s global presence includes offices in New York City, Paris, and Milan. Our team is composed of 100+ employees with 15 different nationalities who are dedicated to payment security. Trustpair raised 20 million euros to accelerate international growth, and equip finance leaders with the tools needed to tackle sophisticated fraud tactics such as AI, deepfakes, cyber attacks, and more.

About the role:

Trustpair is looking for a Strategic Customer Success Manager dedicated to our fast-growing North American client portfolio. Joining our NYC team, you'll also be part of our Customer Department (10+ people in Europe today) to ensure the satisfaction and success of our strategic accounts. Our new Customer Success Manager will handle an interesting range of clients within complex, Enterprise organizations in the US. 

As a Customer Success Manager at Trustpair, your mission will be to ensure a seamless experience with our platform from the very beginning and help our clients gain value from Trustpair long term.

Reporting to our Customer Experience Project Manager, you'll be part of a highly dynamic and motivated team who will help and support you in developing your knowledge and skills.

This position is open to candidates based in NYC or in the East Coast, with at least one full week in office required per month. 

What you'll do:

Client Onboarding and Enablement

• Manage a portfolio of high-value, high-complexity customers across industries.
• Lead a smooth onboarding for new, large enterprise US clients, delivering customized training and helping on integrations for fast adoption.
• Define and execute tailored success plans to help customers achieve their business objectives.
• Support and, if needed, take the lead on change management on the client’s side.

Relationship Management and Retention

• Build strong, trust-based client relationships with a variety of senior stakeholders (Finance, Procurement, IT, etc).
• Conduct regular check-ins, and manage Quarterly Business Reviews (QBRs) to drive satisfaction and retention.
• Monitor customer health: proactively mitigate risks and raise awareness on at-risks clients, and secure renewals.
• Build a group of client advocates to support reference calls with prospects.

Product Adoption and Usage Optimization

• Monitor data and promote full platform use, proactively guiding clients to maximize features and benefits for risk management.
• Navigate complex organizational structures to drive adoption and advocacy.

Revenue Growth

• Detect expansion and upsell opportunities and work hand-in-hand with sales to convert them.

Customer Advocacy

• Represent the voice of the customer internally and help shape product direction.
• Collaborate with marketing for case studies and testimonials to strengthen Trustpair’s presence in the U.S. market

Regional Strategy and Insights

• Provide market insights to shape U.S.-specific strategies, staying informed on industry trends and competitor activities.

What's in it for you?

• Opportunity to be part of a fast-growing scale-up
• An impactful role, working on finance transformation projects in large scale, international companies
• Be part of a collaborative, international team with room for career growth
• Work in a flexible, hybrid remote environment and culture that will boost your career skills (autonomy, leadership and ownership)
• Benefit from an in-depth, role-specific onboarding and training plan

Why join Trustpair - list of our perks here!

Must Have

• 10 years of proven experience, in a technical SaaS or enterprise B2B software setting
  
• Familiarity with complex integrations involving API’s & SFTP’s
  
• Prior experience in handling strategic, complex enterprise US accounts
  
• Previous experience driving renewals and upsell revenue