Customer Success Manager, Trustly
Gaming
$105-120k
+ Bonus Plans + Stock Options
Secure online banking payments
Open for applications
Secure online banking payments
501-1000 employees
Open for applications
$105-120k
+ Bonus Plans + Stock Options
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
- 3+ years of experience in Customer Success, Relationship-Based Sales or Management Consulting focused on payment products
- Experience with advanced CRM tools, Salesforce preferred
- Experience managing large iGaming or Sports Betting accounts with penetration into multiple customer functions; Experience in the gaming industry with a mastery of end user products
- Ability to successfully manage multiple client interactions and projects 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
- Excellent executive presence and communication skills Intellectually curious with an analytical mindset, and accompanying skills with Microsoft Excel, PowerPoint, Google Suite to generate deliverables
- Experience in working with complex technologies (fintech/online payments preferably)
- Experience working in a fast-paced, dynamic and rapidly changing startup environment
- Experience with Tableau, QlikSense, ThinkCell preferred
What the job involves
- Trustly North America Customer Success team is seeking a Customer Success Manager, Gaming who will create, own, and manage deep and impactful relationships with our gaming merchants (e.g., Digital Sportsbooks, iGaming, Social Gaming, Sweepstakes)
- 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 the primary business point of contact for a portfolio of iGaming and sports betting 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
- Capture and document all necessary customer information to include historical contacts and organizational success mapping
- Analyze and interpret merchant performance (e.g., conversion, share of checkout, FIC connection, 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, and other cross-functional colleagues to enhance ongoing product development efforts
- Keep up with industry trends and develop a deep understand of customers and competitorsBecome an expert on Trustly’s payments and data solutions
- Anticipated travel of 15%
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
$54.2m
GROWTH EQUITY VC
Nov 2014
$27m
LATE VC
Total funding: $81.2m
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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