Customer Success Manager, Trustpair

• At least 4 years of experience in Customer Success with account management responsibilities at a SaaS company, ideally in a B2B startup or scale-up
• Experience owning or co-owning customer relationships and managing a portfolio with competing priorities
• Experience leading or co-leading customer onboarding and evaluating adoption through measurable outcomes or usage data
• An understanding of how adoption and account health affect retention, with examples of identifying risk and taking action
• Strong communication skills, including the ability to build trust, handle difficult conversations and explain product concepts clearly
• A structured approach to prioritization, CRM hygiene and follow-through, combined with accountability and a collaborative mindset
• Curiosity about how products work and confidence asking questions, learning new tools and involving specialists when needed
• Fluent English and the ability to work from our NYC office 2-3 days per week

Desirable

• Trustpair is hiring a Customer Success Manager to join our US team and own a portfolio of enterprise customer accounts
• As the main point of contact for your customers, you will build trusted relationships with stakeholders such as Accounts Payable Managers and Finance Directors. You will guide customers through onboarding, adoption, retention and advocacy, with Account Management support on renewals and growth opportunities
• You will join Caitlin Sweeney's team, initially reporting to our VP of Customer Success. This is an individual contributor role with responsibility for your own portfolio and support from experienced colleagues across the business
• Your success will be measured through gross retention, expansion ARR, NPS, CSAT, and product adoption and consumption
• Build proactive customer relationships. Establish regular contact, understand each customer's priorities and tailor your communication so that every account receives the right level of attention
• Own onboarding and adoption. Lead or co-lead onboarding, agree on success measures with customers, and use product usage data to track progress. Take action when adoption falls behind
• Identify and address churn risk. Monitor account health, engagement and stakeholder changes. Develop recovery plans and coordinate internal support before issues become escalations
• Support renewals and account growth. Connect customer outcomes to renewal readiness, identify expansion opportunities and partner with Account Managers on commercial discussions. Help satisfied customers become advocates
• Make product conversations clear. Learn how Trustpair works and explain features, limitations and technical issues in terms customers understand. Bring in specialists when needed and keep customers informed throughout
• Manage your portfolio with discipline. Prioritize accounts using health signals, maintain accurate records and follow through on commitments across multiple customer lifecycle stages
• Bring customer insight into the business. Share feedback with Product, Implementation and other teams to improve the customer experience and how we work

• We usually respond within three days
• First call with Morgan, Talent Acquisition Specialist - 30 min, virtual
• Experience interview with Caitlin Sweeney, VP of Customer Success - 1 hour, virtual
• Technical and commercial panel with two future teammates - 45 min, virtual
• Onsite visit to our NYC office. A 60-minute case study with Customer Success leadership, followed by a 30-minute Coffee Fit with potential teammates
• Cofounder interview with Alexandre - 45 minutes, virtual