Strategic Customer Success Manager

Trustpair; New York (NY); Hybrid; USD 100,000 - 180,000; Full time

Job summary

Join Trustpair as a Strategic Customer Success Manager in NYC, where you'll empower enterprise clients to tackle fraud through an innovative platform. You'll lead client onboarding and relationship management within a growing team, ensuring long-term satisfaction. This dynamic role offers an opportunity to influence product direction and grow within a collaborative environment.

Benefits

Flexible remote working environment

In-depth onboarding and training

Opportunities for career growth

Qualifications

• 7 years of proven experience in technical SaaS or enterprise B2B.
• 3-4 years experience in Customer Success managing strategic enterprise accounts.
• Familiar with complex API and SFTP integrations.

Responsibilities

• Onboard high-value customers and ensure successful platform integration.
• Build relationships with senior stakeholders to drive account satisfaction.
• Monitor customer health and proactively manage retention strategies.

Skills

Communication

Relationship Building

Data Analysis

Project Management

Education

Bachelor's degree or equivalent experience

Job description

Join to apply for the Strategic Customer Success Manager US role at Trustpair

Join to apply for the Strategic Customer Success Manager US role at Trustpair

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

• 7 years of proven experience, in a technical SaaS or enterprise B2B software setting
• Familiarity with complex integrations involving API’s & SFTP’s
• 3-4 years experience in Customer Success, handling strategic, complex enterprise US accounts
• Previous experience driving renewals and upsell revenue
• Excellent communication and relationship-building skills, especially when engaging with executives or leaders
• Organized, with high attention to detail and the ability to manage competing priorities effectively
• You use data to back decision making
• Native-level English
  
  

Recruitment Process

• First call with our Talent Acquisition (30min)
• Experience interview with our Customer Success Team Lead (1h)
• Case Study presentation interview with our CRO & CEO (1h)
• Coffee fit with our US team (30 min)
  
  

Equal Opportunity Statement

Trustpair's policy is to provide equal employment opportunity in all of our employment practices without regard to race, color, religion, sex, national origin, ancestry, marital status, protected veteran status, age, individuals with disabilities, sexual orientation or gender identity or expression or any other legally protected category.

Applicants for all positions in Trustpair must be legally authorized to work in the country which they are applying for or be a citizen from Schengen / EU zone. The verification of employment eligibility will be required as a condition of hire.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  Software Development

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