Enterprise Customer Success Manager - North America

traildsoftware; United States; Remote; USD 100,000 - 140,000; Full time

Benefits offered by this job

Remote-friendly policies

Global team distribution

Rocketship growth environment

World-class eNPS score

Job summary

Traild is a high-growth SaaS company redefining how finance teams operate with AI, automation, and payments infrastructure. We are scaling Enterprise Customer Success to support large, strategic accounts post go-live and shape how this function works as we learn customer needs.

You will own a portfolio of high-value accounts, act as trusted advisor, and partner with Sales to protect and grow revenue. This remote role is open to candidates across North America, with some early-morning or evening

Qualifications

• Must have: 2+ years in a start-up or scale-up, ideally fintech/payments.
• Must have: Experience managing high-value accounts ($100K+ ARR).
• Must have: executive presence and C-suite fluency.
• Must have: data-driven storytelling for EBRs.
• Must have: cross-functional orchestration across Support, Product, Engineering and Sales.
• Nice to have: ERP or payments space experience.
• Nice to have: familiarity with Zendesk, HubSpot, Jira, Slack, Confluence, Omni, Claude.

Responsibilities

• Manage a portfolio of strategic and enterprise-level accounts as their primary contact and advocate.
• Develop long-term success strategies aligned to customer goals and outcomes.
• Drive revenue retention and expansion with Sales on upsell/cross-sell.
• Manage churn with early signals and cross-functional support.
• Plan and deliver Executive Business Reviews (EBRs) for client leadership.
• Handle escalations end-to-end with Engineering and Product teams.
• Monitor usage/health/support activity to spot escalation risks.
• Spot trends and share insights with Product, Support, and Sales.
• Turn successful clients into references and mentors for juniors.

Skills

Startup experience

Fintech/payments

Executive presence

Cross-functional orchestration

Customer success mindset

Data-driven storytelling

Time management

Global collaboration

De-escalation

Tools

Zendesk

HubSpot

Jira

Slack

Confluence

Omni

Claude

Job description

Traild: Who are we?

Traild is a high-growth SaaS company redefining how finance teams operate, combining AI, automation, and payments infrastructure to power the future of B2B finance.

Every year, businesses lose billions to fraud, errors, and mistakes. Traild exists to solve this at scale, helping finance teams move faster, stay in control, and operate with confidence.

With rapid customer growth, global expansion across APAC, North America and EMEA, and continued investment in product innovation, we are at a defining stage of our journey.

This is an opportunity to help shape the next category leader in finance automation, control and security, building technology that transforms how businesses manage, move, and protect money. At the core of this is a powerful AI-driven platform, enabling finance teams to deploy intelligent agents that do the work, surface risk in real time, and continuously improve how financial operations run.

Traild is building the infrastructure behind modern finance, protecting and powering meaningful volumes of the world’s B2B transactions.

If you’re excited by high growth, real ownership, and building something that matters, Traild is the place to do the most impactful work of your career.

Hear how Traild customers speak about us here.

The Role

As Traild scales, our clients are getting bigger and more strategic. We already have an Enterprise Implementation role, and now we need an Enterprise Customer Success Manager to care for these accounts after go-live. This is the first role of its kind here, so you will help shape how it works as we learn what our largest customers need.

You will own a portfolio of high-value accounts, acting as trusted advisor and advocate for client leadership and day-to-day teams. You will build long-term success strategies, protect and grow revenue, and turn happy clients into public references. Expect ambiguity, change, and plenty of room to make your mark.

This is a full-time, remote and open to candidates across North America. Some early morning or evening calls will be needed to work with our development teams in APAC and EMEA.

Key Responsibilities

• Manage a portfolio of strategic and enterprise-level accounts as their primary point of contact and advocate.
• Develop long-term success strategies with each customer, aligned to their goals and desired outcomes.
• Drive revenue retention and expansion, partnering with Sales on upsell and cross-sell opportunities.
• Manage churn - Spot at-risk accounts early using health, usage, and sentiment signals. Lead save plans with cross-functional support, and track churn reasons to feed back to Product, Support, and Sales.
• Plan and deliver Executive Business Reviews (EBRs), building the value narrative for client leadership.
• Manage escalations end to end: pull in Engineering and Product, turn client concerns into action, and keep stakeholders updated.
• Follow up on roadmap commitments and interim fixes with Product and Engineering.
• Monitor usage, health, and support activity daily to spot early escalation risks.
• Spot trends across the customer base and share them with Product, Support, and Sales.
• Turn successful clients into references
• Contribute to documentation and mentor junior team members

Who You Are

You are a proactive and customer-obsessed professional who thrives on building relationships, solving problems, and driving customer value. You understand the customer journey end-to-end and excel at helping clients succeed post-onboarding. You are confident engaging with stakeholders at all levels and enjoy working in a fast-moving, scaling environment. You are at ease with executives, you think commercially, and you thrive in a start-up where the role is still taking shape and the path is not always clear.

Must have

• 2+ years of experience in a start-up or scale-up, ideally in fintech or payments.
• Experience managing high-value accounts ($100K+ ARR) in a customer success, account management, or similar client-facing role.
• Strong relationship and stakeholder management skills, including executive presence and C-suite fluency.
• Commercial acumen, with a track record of driving retention and expansion.
• Data-driven storytelling: you can turn usage and health data into a clear value narrative for EBRs.
• Project management and cross-functional orchestration across Support, Product, Engineering, and Sales.
• Comfort working independently, managing your own time, and adapting as the role evolves.
• The ability to de-escalate clients and own mistakes rather than assign blame.
• Flexibility to take occasional early morning or evening calls with global teams.

Nice to have

• Experience in the ERP, accounts payable, or payments space.
• Familiarity with Zendesk, HubSpot, Jira, Slack, Confluence, Omni, and Claude.

We know great customer success people come from all sorts of backgrounds. If you have transferable skills from other project management, onboarding, consulting or delivery roles, we'd still like to hear from you.

Salary Range

The base salary range for this position is:

• U.S. Candidates: $100,000 - $140,000 USD per year
• Canadian Candidates: $100,000 - $140,000 CAD per year

Compensation is determined based on experience, education, and geographic location. The final offer may vary within the stated range to reflect the candidate’s qualifications and market conditions in their area.

The Perks of Working at Traild

• Flexibility: we offer a range of remote, hybrid and flexible working options.

• Global team: we are growing across APAC, NA and EMEA and have team all across the world.

• We are growing at an exponential rate, this is an opportunity to get involved with a true rocketship with all the excitement and opportunities that comes with it

• Our team genuinely loves working at Traild: our eNPS score is 68, where anything above 50 is considered world-class.

Please note that the final applicants for this job will be asked to consent in writing to a police check / criminal background check to the extent permitted by law in your jurisdiction of employment. Please note that Traild is an E-Verify employer.