Strategic Customer Success Manager US Position Available In New York, New York

CUSTOMER

• NYC • HYBRID
Strategic Customer Success Manager US We usually respond within three days 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. Department
Customer
Locations
NYC
Remote status
Hybrid
NYC
Workplace & culture The team working at Trustpair are all different, coming from very diverse backgrounds, countries, companies and work environments. As Trustpair evolves, so do our teams! Since 2017, we’ve developed structured departments that are set up for success through the processes, methodologies, training and tools we use. We work hard, have ambitious goals, but we also have a lot of fun together. The Trusteam and the quality of our interpersonal relationships is frequently mentioned as one of our strongest assets. Good to know Strong international development (current focus on Europe & the USA) Excellent business prospects: strong product, strong market fit, no client churn Excellent work-life balance with initiatives in place to support Flexible remote policy for all employees Central offices in Paris & NYC Ambitious & exciting work environment; opportunity to work on many initiatives

CUSTOMER

• NYC • HYBRID
Strategic Customer Success Manager US