Senior Customer Success Manager, Enterprise

WHO WE AREAt Trustly, we are on a mission to deliver a better way to pay and get paid. Consumers deserve a payment option that prioritizes financial responsibility, and merchants should have the independence to accept payments without unnecessary costs. This mission drives everything we do.
We are revolutionizing the payments industry by making Pay by Bank the new standard at checkout, providing a smarter payment option to credit and debit cards. For merchants and consumers, this means the freedom to make and receive payments with greater security and ease.
Fueled by this purpose, we have grown into a global network connecting 9,000 merchants to 650 million consumers through 12,000 banks across 33 countries, processing over $100 billion annually. As the leader in Pay by Bank, we aim to redefine the payments experience by delivering exceptional products and unmatched value.
With regional offices in Vitória, Brazil and Silicon Valley, USA, and our global headquarters in Stockholm, Sweden, we are a diverse team that spans over 30 nationalities. Embracing a culture of innovation and collaboration, our "work from anywhere" policy allows employees in Brazil, the U.S., and Canada to work remotely within their country of residence, enabling flexibility while staying connected to our global team.
Now is the perfect time to join us and help accomplish our mission. If you are inspired by purpose, thrive in a fast-paced and entrepreneurial environment, and are ready to shape the future of payments, we would love to hear from you!
ABOUT THE ROLETrustly North America’s Customer Success team is seeking a Senior Customer Success Manager who will create, own and manage deep and impactful relationships with our enterprise merchants (e.g., retail, social, travel, QSR). You will be part of a team that is integral in Trustly’s growth, involved in every step in the post sale process. Using Trustly’s proprietary value realization framework, you will align Trustly’s products and services with a merchant’s success criteria to drive more revenue, reduce costs, and engage more consumers.
WHO YOU'LL WORK WITHOn the Merchant Success team, we work alongside payment experts to drive revenue growth and market success by establishing strong partnerships with customers and building brand awareness through effective go-to-market strategies. We are revolutionizing the industry by transforming how consumers pay and merchants receive payments. At our core, we are allies in our clients' success, constantly seeking opportunities where our products and services can deliver unparalleled value. We are looking for people with relentless drive, exceptional interpersonal skills, and a strong desire to positively impact our organization's success.

WHAT YOU'LL DO

• Act as a strategic advisor and results owner for a portfolio of enterprise merchants and serve as a trusted constant on their behalf
• Become an expert on Trustly’s payments and data solutions
• Using Trustly’s Vision, Mission, Strategy and Objectives (VMSO) framework, understand and articulate the merchant’s executive priorities, and then define partnership objectives and initiatives where Trustly’s products and services will drive incremental merchant value
• Work with Sales, Product, Engineering, Professional Services, Business Intelligence and Marketing to ensure deployments lead to sustained merchant value and ongoing success
• Analyze, monitor, and interpret merchant performance (e.g., conversion, share of payment volume, financial institution connectivity, net losses) and collaborate across Trustly teams to resolve issues and increase effectiveness, escalating when necessary
• Build and deliver complex data and financial models for executive presentations to drive key business insights and strategic initiatives
• Conduct regular business reviews with merchants and internal stakeholders
• Collaborate and share merchant feedback with internal Product, Engineering, and other cross-functional colleagues to enhance ongoing product development efforts
• Keep up with industry trends and develop a deep understand of merchants as well as Trustly’s competitors
• Anticipated travel of 25%

WHO YOU ARE

• 10+ years of successful experience in Customer Success, Relationship Management, Sales/Business Development, Integrations, Management Consulting or related focus with Enterprise (F500) clients
• Experience managing enterprise eCommerce accounts with penetration into multiple customer functions
• Successfully manage multiple client interactions, while educating and influencing decisions, at all levels with high quality and grace under pressure
• Experience with complex technologies; Payments/Fintech experience highly preferred
• Ability to leverage your business acumen to assess client needs and driv