Senior Enterprise CSM – NA, Remote

Remote; San Francisco (CA); Remote; USD 100,000 - 140,000; Full time

Benefits offered by this job

Remote options

Global team

Rocketship growth

Strong eNPS culture

Job summary

Traild is seeking an Enterprise Customer Success Manager to own a portfolio of high-value accounts post go-live. You’ll act as trusted advisor, craft long-term success plans, protect and grow revenue, and turn happy clients into references.

Expect ambiguity and a chance to shape the role as Traild scales across NA. You will coordinate with Sales, Support, Product, and Engineering, occasionally joining early or late calls to align with APAC/EMEA teams.

Qualifications

• 2+ years in a start-up or scale-up, ideally fintech or payments.
• Experience managing high-value accounts ($100K+ ARR) in a CS/AM role.
• Strong relationship and stakeholder management, including exec presence.
• Commercial acumen with a track record of retention and expansion.
• Data-driven storytelling: turn usage/health data into a value narrative.
• PM and cross-functional orchestration across Support, Product, Engineering, and Sales.
• Independently manage time; role will evolve with business needs.
• Ability to de-escalate clients and own mistakes.
• Occasional early-morning or evening calls with global teams.

Responsibilities

• Manage a portfolio of strategic, enterprise accounts as primary contact.
• Develop long-term success plans aligned to customer goals.
• Drive revenue retention and expansion with Sales on upsell opportunities.
• Manage churn with health signals and cross-functional save plans.
• Plan and deliver Executive Business Reviews with client leadership.
• Handle escalations end-to-end with Engineering and Product.
• Follow up on roadmap commitments and interim fixes.
• Monitor usage and health daily to spot risks.
• Share trends with Product, Support, and Sales.
• Turn successful clients into references.
• Contribute to documentation and mentor juniors.

Skills

Customer success

Account management

Executive presence

Relationship building

Data storytelling

Cross-functional coordination

Upsell strategies

Problem solving

Time management

Strong communication

Tools

Zendesk

HubSpot

Jira

Slack

Confluence

Omni

Claude

Job description

Traild is seeking an Enterprise Customer Success Manager to own a portfolio of high-value accounts post go-live. You’ll act as trusted advisor, craft long-term success plans, protect and grow revenue, and turn happy clients into references.

Expect ambiguity and a chance to shape the role as Traild scales across NA. You will coordinate with Sales, Support, Product, and Engineering, occasionally joining early or late calls to align with APAC/EMEA teams.