Director of Customer Success, Trustly
Enterprise
$160-200k
+ Bonus Plan + Stock Options
Office located in San Carlos, CA
Secure online banking payments
Be an early applicant
Secure online banking payments
501-1000 employees
Be an early applicant
$160-200k
+ Bonus Plan + Stock Options
Office located in San Carlos, CA
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
- If you thrive in fast-paced environments, love turning satisfied merchants into raving fans, and want to leave your mark on a rapidly scaling fintech leader—this is your moment
- 10+ years of successful experience in Customer Success, Account Management, Sales, Integrations Management Consulting or related focus with Enterprise (F500) clients
- Experience managing enterprise accounts in eCommerce, Travel, Entertainment, or Delivery Services
- Experience in working with complex technologies; Payments/Fintech experience highly preferred
- 4+ years of leadership experience, including people management and resource planning to scale a team as needed
- Ability to 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
- Advanced CRM skills, Salesforce preferred
- Proven success working in a fast-paced, dynamic, and rapidly changing startup environment
- Experience with QlikSense, Tableau, ThinkCell, and Python a plus
What the job involves
- At Trustly, we’re not just processing payments—we’re redefining them
- We need a Director, Customer Success who’s ready to build game-changing relationships with our biggest Enterprise merchants and partners
- This isn’t just a job—it’s a chance to own the post-sale journey, driving merchant satisfaction, accelerating adoption, and fueling Trustly’s growth
- You’ll be the trusted advisor our sales and integrations teams rely on, and the strategic partner our merchants love
- Act as the primary business point of contact for a portfolio of enterprise 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, 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, 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%
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
$53m
GROWTH EQUITY VC
Nov 2014
$26.2m
LATE VC
Total funding: $79.2m
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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