Senior Customer Success Manager, Trustly
Enterprise
$130-150k
+ Bonus plans and stock options
Anticipated travel of 25%
Secure online banking payments
Be an early applicant
Secure online banking payments
501-1000 employees
Be an early applicant
$130-150k
+ Bonus plans and stock options
Anticipated travel of 25%
501-1000 employees
Company mission
To make online bank payments convenient for everyone by connecting consumers and merchants through the bank account, the hub of people’s financial life.
Role
Who you are
- We are looking for people with relentless drive, exceptional interpersonal skills, and a strong desire to positively impact our organization's success
- 10+ years of successful experience in Customer Success, Relationship Management, Sales/Business Development, Integrations, Management Consulting or related focus with Enterprise (F500) clients
- Experience managing enterprise eCommerce accounts with penetration into multiple customer functions
- Successfully manage multiple client interactions, while educating and influencing decisions, at all levels with high quality and grace under pressure
- Experience with complex technologies; Payments/Fintech experience is required
- Ability to leverage your business acumen to assess client needs and drive outcomes
- Extremely data-driven; ability to understand data sets and leverage this data to drive customer outcomes and adoption
- Excellent collaborator with the skills needed to engage across multiple teams (Product, Engineering, Marketing, Sales, Risk, Support) and multiple geographies to drive the outcomes needed to ensure success
- Excellent executive presence and communication skills
- Intellectual curiosity, an analytical mindset, and accompanying skills with MS Excel, Access, Powerpoint, Google Suite to generate deliverables
- Driven to improve existing tools and processes and solve problems that require executive-level thinking
- Proven success working in a fast-paced, dynamic and rapidly changing startup environment
What the job involves
- Trustly North America’s Customer Success team is seeking a Senior Customer Success Manager who will create, own and manage deep and impactful relationships with our enterprise merchants (e.g., retail, social, travel, QSR)
- You will be part of a team that is integral in Trustly’s growth, involved in every step in the post sale process. Using Trustly’s proprietary value realization framework, you will align Trustly’s products and services with a merchant’s success criteria to drive more revenue, reduce costs, and engage more consumers
- On the Merchant Success team, we work alongside payment experts to drive revenue growth and market success by establishing strong partnerships with customers and building brand awareness through effective go-to-market strategies
- We are revolutionizing the industry by transforming how consumers pay and merchants receive payments. At our core, we are allies in our clients' success, constantly seeking opportunities where our products and services can deliver unparalleled value
- Act as a strategic advisor and results owner for a portfolio of enterprise merchants and serve as a trusted constant on their behalf
- Become an expert on Trustly’s payments and data solutions
- Using Trustly’s Vision, Mission, Strategy and Objectives (VMSO) framework, understand and articulate the merchant’s executive priorities, and then define partnership objectives and initiatives where Trustly’s products and services will drive incremental merchant value
- Work with Sales, Product, Engineering, Professional Services, Business Intelligence and Marketing to ensure deployments lead to sustained merchant value and ongoing success
- Analyze, monitor, and interpret merchant performance (e.g., conversion, share of payment volume, financial institution connectivity, net losses) and collaborate across Trustly teams to resolve issues and increase effectiveness, escalating when necessary
- Build and deliver complex data and financial models for executive presentations to drive key business insights and strategic initiatives
- Conduct regular business reviews with merchants and internal stakeholders
- Collaborate and share merchant feedback with internal Product, Engineering, and other cross-functional colleagues to enhance ongoing product development efforts
- Keep up with industry trends and develop a deep understand of merchants as well as Trustly’s competitors
- Anticipated travel of 25%
Application process
- Applications for this role are accepted on an ongoing basis
Our take
Trustly is a fintech platform that makes accepting bank transfers for merchants a simple experience, just like taking card payments. Since 2008 the company has grown from three people to over 900, with several offices across Europe and the Americas.
Trustly is a customer of banks, while its customers are merchants who are charged a transaction fee when they receive payments. Thousands of merchants use Trustly, including global players likes Facebook, AT&T, Alibaba, PayPal and TransferWise.
Whilst bank transfers as a payment method are not that common in certain countries (such as the UK), consumers in other geographies prefer to pay via bank transfer - so there is a real need for what Trustly is offering. The company has made significant expansion progress, secured some highly advantageous partnerships and acquired SlimPay in 2024, as it looks to enhance its payment capabilities.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
5% employee growth in 12 months
Company
Funding (2 rounds)
Aug 2023
$54.5m
GROWTH EQUITY VC
Nov 2014
$26.8m
LATE VC
Total funding: $81.3m
Company benefits
- Free breakfast every morning and catered dinner if you need to work late. And happy hour every Friday to celebrate the week
- Each employee gets a generous health allowance, and Trustly Sports Club keeps us active together
- Each month, our teams go on fun outings. Which we’d probably do anyway, even if Trustly didn’t foot the bill!
Company HQ
Vasastan, Stockholm, Stockholm County
Leadership
Carl Wilsson
(Co-Founder & CEO)Obtained a degree in Economics at Stockholm School of Economics before founding Trustly in 2008. Since September 2016, they are the VP of Business Development of Trustly Group AB.
Lukas Gratte
(Co-Founder)Obtained a degree in International Economy at Harvard University, a Master's degree in Engineering physics at KTH Royal Institute of Technology, a second Master's degree in Business Administration and Economics at Stockholm University and co-founded Redbet in 2002.
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