Director of Customer Success, Trustly
Gaming
$150-190k
Secure online banking payments
Job no longer available
Secure online banking payments
501-1000 employees
Job no longer available
$150-190k
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
- Passionate about the gaming industry, with personal experience in sports betting, daily fantasy, etc. a plus
- 7+ years of successful experience in Customer Success, Project Management, Sales, Integrations Management Consulting or related focus with Enterprise (F500) clients
- 3+ years of leadership experience including people management and resource planning to scale a Customer Success team as needed
- Professional experience in the gaming industry highly desired
- Experience in working with complex technologies; Payments/Fintech experience highly preferred
- Successfully manage multiple client interactions, at all levels with high quality and grace under pressure
- 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
- Professional, executive presence internally and externally and ability to navigate those relationships well
- Intellectual curiosity, an analytical mindset, and accompanying skills with MS Excel, Access, Powerpoint, and Google Suite to generate deliverables Innate desire to build, lead, and mentor a Customer Success team
- You must want to hold your team accountable, set expectations, and see the success of your team as your number one responsibility
- Advanced CRM skills, Salesforce preferred
- Proven success working in a fast-paced, dynamic and rapidly changing startup environment
- Experience with QlikSense, Tableau, ThinkCell, Python a plus
What the job involves
- Act as the primary business point of contact for our portfolio of gaming merchants and serve as a trusted consultant on their behalf
- Understand and articulate the merchant’s executive priorities and define initiatives where Trustly’s product offering can drive incremental business value
- Analyze and interpret merchant performance (e.g., conversion, share of checkout, approval rates, net losses)
- Assess specific customer issues, conduct operational and financial analysis and produce presentation-ready deliverables that drive key business insights
- Drive customer optimization discussions and programs – UX improvements, best practices, benchmarking, A/B testing
- Conduct regular business reviews with merchants and internal stakeholders
- Work with Sales, Product, Engineering, Business Intelligence and Marketing to ensure deployments lead to sustained customer value and ongoing customer success
- Collaborate and share customer feedback with internal Product, Engineering, Marketing, and other cross-functional colleagues to enhance ongoing product development efforts
- Become an expert on Trustly’s payments and data solutions
- Build a team of CS Managers to work across accounts
- Anticipated travel of 25%
Our take
Trustly is a fintech platform that makes accepting bank transfers for merchants a simple experience, just like taking card payments. Founded in 2008, the company has grown from just three people to operate 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 not a common payment method in certain countries (like the UK), people in many others 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 - all suggesting a bright future ahead.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
5% employee growth in 12 months
Company
Funding (2 rounds)
Aug 2023
$55.4m
GROWTH EQUITY VC
Nov 2014
$26.9m
LATE VC
Total funding: $82.3m
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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