Director, Customer Success - Enterprise

Trustly; San Carlos (CA); Remote; USD 160,000 - 200,000; Full time

Job summary

Join a forward-thinking company as a Director of Customer Success, where you will redefine the payment experience for enterprise merchants. In this dynamic role, you will build strategic relationships, drive satisfaction, and ensure successful adoption of innovative payment solutions. Collaborate with cross-functional teams to deliver exceptional value and enhance product development. This is a unique opportunity to make a significant impact in a rapidly growing fintech leader while working in a flexible, remote-first environment that values diversity and innovation.

Benefits

Flexible paid time off

Comprehensive medical, dental, vision insurance

Home office set-up allowance

Internet stipend

401k retirement plan match

Gender-neutral paid parental leave

Qualifications

• 10+ years in Customer Success or related fields with Enterprise clients.
• Experience with complex technologies, preferably in Payments/Fintech.

Responsibilities

• Act as primary contact for enterprise merchants, driving satisfaction and adoption.
• Analyze merchant performance and drive optimization discussions.

Skills

Customer Success Management

Account Management

Sales

Data Analysis

Leadership

Collaboration

CRM (Salesforce)

Analytical Skills

Education

Bachelor's Degree

Master's Degree

Tools

MS Excel

Google Suite

QlikSense

Tableau

ThinkCell

Python

Job description

WHO WE ARE

At 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 ROLE

At Trustly, we’re not just processing payments—we’re redefining them. We need a Director, Customer Success who’s ready to build game-changing relationships with our biggest Enterprise merchants and partners.

This isn’t just a job—it’s a chance to own the post-sale journey, driving merchant satisfaction, accelerating adoption, and fueling Trustly’s growth. You’ll be the trusted advisor our sales and integrations teams rely on, and the strategic partner our merchants love.

If you thrive in fast-paced environments, love turning satisfied merchants into raving fans, and want to leave your mark on a rapidly scaling fintech leader—this is your moment.

WHAT YOU'LL DO

• Act as the primary business point of contact for a portfolio of enterprise merchants and serve as a trusted consultant on their behalf.
• Understand and articulate the merchant’s executive priorities and define initiatives where Trustly’s product offering can drive incremental business value.
• Analyze and interpret merchant performance (e.g., conversion, share of checkout, FIC connection, net losses).
• Assess specific customer issues, conduct operational and financial analysis and produce presentation-ready deliverables that drive key business insights.
• Drive customer optimization discussions and programs – UX improvements, best practices, benchmarking, A/B testing.
• Conduct regular business reviews with merchants and internal stakeholders.
• Work with Sales, Product, Engineering, Business Intelligence and Marketing to ensure deployments lead to sustained customer value and ongoing customer success.
• Collaborate and share customer feedback with internal Product, Engineering, Marketing, and other cross-functional colleagues to enhance ongoing product development efforts.
• Become an expert on Trustly’s payments and data solutions.
• Build a team of CS Managers to work across accounts.
• Anticipated travel of 25%

WHO YOU ARE

• 10+ years of successful experience in Customer Success, Account Management, Sales, Integrations Management Consulting or related focus with Enterprise (F500) clients.
• Experience managing enterprise accounts in eCommerce, Travel, Entertainment, or Delivery Services.
• Experience in working with complex technologies; Payments/Fintech experience highly preferred.
• 4+ years of leadership experience, including people management and resource planning to scale a team as needed.
• Ability to successfully manage multiple client interactions at all levels with high quality and grace under pressure.
• Ability to leverage your business acumen to assess client needs and drive outcomes.
• Extremely data driven; ability to understand data sets and leverage this data to drive customer outcomes and adoption.
• Excellent collaborator with the skills needed to engage across multiple teams (Product, Engineering, Marketing, Sales, Risk, Support) and multiple geographies to drive the outcomes needed to ensure success.
• Professional, executive presence internally and externally and ability to navigate those relationships well.
• Intellectual curiosity, an analytical mindset, and accompanying skills with MS Excel, Access, Powerpoint, and Google Suite to generate deliverables.
• Advanced CRM skills, Salesforce preferred.
• Proven success working in a fast-paced, dynamic, and rapidly changing startup environment.
• Experience with QlikSense, Tableau, ThinkCell, and Python a plus

SALARY RANGE

$160,000 - $200,000 a year

Applications for this role are accepted on an ongoing basis.

WHAT WE OFFER

At Trustly, you will have the chance to solve meaningful challenges alongside some of the brightest minds in FinTech. Together, we are shaping the future of payments in an environment that celebrates curiosity, collaboration, and innovation. You will be challenged and empowered to grow, making a real impact every step of the way.

Our team is as diverse as the global footprint we serve, with colleagues across Silicon Valley, the U.S., Canada, Brazil, Europe, and beyond. We embrace a remote-first culture that empowers you to balance your career ambitions with personal fulfillment. At Trustly, we foster a workplace where everyone feels they belong—a place where teamwork thrives, ideas flourish, and we never forget to have fun along the way.

The total compensation packages include competitive salaries, bonus plans, and stock options. We offer innovative perks and benefits packages that include:

• Flexible paid time off & generous PTO accrual plans
• Comprehensive medical, dental, vision, and other insurances
• FSA & HSA plans for medical and dependent care
• Home office set-up allowance
• Internet stipend
• Retirement plan match for 401k and RRSP
• Gender-neutral paid parental leave, and more!

(The benefits and total compensation packages outlined above are for full-time employees; some exclusions apply for temporary positions.)

At Trustly, we embrace and celebrate diversity of all forms and the value it brings to our employees and customers. We are proud and committed to being an Equal Opportunity Employer and believe an open and inclusive environment enables people to do their best work. All decisions regarding hiring, advancement, and any other aspects of employment are made solely on the basis of qualifications, merit, and business need.