Strategic Customer Success Manager, Trustpair

• 7+ years of experience in a technical SaaS or enterprise B2B software environment
• 3–4+ years of significant experience working with strategic and/or enterprise B2B clients
• Prior experience managing strategic, complex US enterprise accounts
• Strong experience driving renewals and identifying upsell or expansion opportunities
• Familiarity with complex technical integrations, including APIs and SFTP
• Strong project management skills, with the ability to manage multiple deadlines, stakeholders, and priorities
• Strong problem-solving skills and the ability to bring structure and solutions in complex situations
• Excellent communication and relationship-building skills, especially with senior stakeholders and executives
• High level of organization, rigor, and attention to detail
• A data-driven approach to decision-making
• Native-level English

Desirable

• Trustpair is looking for a Strategic Customer Success Manager to join our US team and take ownership of a portfolio of our largest, most complex, and most strategic enterprise customers in North America
• This role is designed to reinforce our US presence and provide exceptional support to top-tier clients, ensuring strong satisfaction, retention, product adoption, and expansion over time. You will play a key role in onboarding new enterprise customers, driving long-term success plans, supporting change management, and identifying upsell opportunities across your portfolio
• This is an individual contributor role with room to grow as the US Customer Success team expands. You will report to Mathilde and join the CSM International team, working closely with the wider Customer team as well as Product, Account Management, Sales, Ops, and Revenue Excellence
• This position is based in New York City, with hybrid onsite presence preferred. We are primarily looking for candidates in the commutable Tri-State Area who can come into the office 1–2 days per week
• Manage a portfolio of high-value, high-complexity customers across industries
• Lead onboarding for large enterprise US clients, including customized training and support on integrations to drive fast adoption
• Define and execute tailored success plans aligned with each customer’s business goals
• Support and, when needed, lead change management efforts on the customer side
• Build strong, trust-based relationships with a range of senior stakeholders across Finance, Procurement, IT, and related functions
• Run regular check-ins and Quarterly Business Reviews to drive value, satisfaction, and retention
• Monitor customer health, proactively flag risks, and take action to secure renewals
• Develop client advocates who can participate in reference calls and broader advocacy initiatives
• Use customer data and usage insights to drive stronger adoption and stickiness of the platform
• Guide customers toward fuller use of Trustpair’s features and value for risk management
• Navigate complex organizational structures to build adoption and internal advocacy
• Identify upsell and expansion opportunities within strategic accounts
• Partner closely with Sales to convert those opportunities into growth
• Represent the voice of the customer internally to help shape product direction
• Partner with Marketing on case studies, testimonials, and other advocacy initiatives to support Trustpair’s growth in the US market
• Bring market feedback and customer insight to help shape US-specific strategy
• Stay informed on customer needs, industry developments, and competitive trends

• We usually respond within three days
• First call with Morgan, Talent Acquisition Specialist (30 mins)
• Experience interview with the hiring manager, Mathilde (1 hour)
• Case study interview with Mathilde and Caitlin (1 hour)
• Coffee fit with members of the US team
• Final interview with Baptiste, CEO & Cofounder