Strategic Enterprise CS Lead - NA (Remote)

Traild Pty; Oregon; Hybrid; USD 100,000 - 140,000; Full time

Benefits offered by this job

Remote options

Global team

Fast growth

Great culture

Job summary

Traild is seeking a proactive Enterprise Customer Success Manager who will own a portfolio of strategic accounts post go-live. You’ll act as trusted advisor to client leadership and day-to-day teams, driving long-term value, retention and revenue expansion.

You will collaborate with Sales, Support, Product and Engineering to resolve escalations, deliver value stories in EBRS, and shape our post-launch customer journey across NA, with flexibility for early calls to sync with APAC/EMEA teams.

Qualifications

• 2+ years in a start-up or scale-up, fintech or payments preferred.
• Experience managing high-value accounts ($100K+ ARR) in customer success or similar roles.
• Strong relationship and stakeholder management, including executive presence.
• Commercial acumen with a track record of retention and expansion.
• Data-driven storytelling: translate usage/health data into value narratives for EBRs.
• Project management and cross-functional orchestration across Support, Product, Engineering, and Sales.
• Ability to work independently, manage time, and adapt as the role evolves.
• Willingness to occasional early morning or evening calls with global teams.

Responsibilities

• Manage a portfolio of strategic and enterprise-level accounts as primary contact and advocate.
• Develop long-term success strategies aligned to customer goals.
• Drive revenue retention and expansion in partnership with Sales.
• Manage churn: identify at-risk accounts, run save plans, track churn reasons.
• Plan and deliver Executive Business Reviews (EBRs) to articulate value to leadership.
• Handle escalations end to end with Engineering and Product involvement.
• Follow up on roadmap commitments and interim fixes with Product and Engineering.
• Monitor usage, health, and support activity to spot early escalation risks.
• Identify trends across customers and share with Product, Support, and Sales.
• Convert successful clients into references and mentors for junior staff.

Skills

Startup experience

High-value accounts

Executive presence

Data storytelling

Project management

Cross-functional collaboration

Independent working

De-escalation

Tools

Zendesk

HubSpot

Jira

Slack

Confluence

Omni

Claude

Job description

Traild is seeking a proactive Enterprise Customer Success Manager who will own a portfolio of strategic accounts post go-live. You’ll act as trusted advisor to client leadership and day-to-day teams, driving long-term value, retention and revenue expansion.

You will collaborate with Sales, Support, Product and Engineering to resolve escalations, deliver value stories in EBRS, and shape our post-launch customer journey across NA, with flexibility for early calls to sync with APAC/EMEA teams.