Customer Success Manager USA M/F/Mx

Trustpair empowers large global companies to eliminate vendor payment fraud with a market leading account validation automation platform. Trustpair serves over 300 enterprise customers, helping finance teams protect against 100% of fraud attacks.

The company’s global presence includes offices in New York City, Paris, and Milan. Our team is composed of 100+ employees with 15 different nationalities who are dedicated to payment security. Trustpair raised 20 million euros to accelerate international growth, and equip finance leaders with the tools needed to tackle sophisticated fraud tactics such as AI, deepfakes, cyber attacks, and more.

About the role:

Trustpair is looking for its first Customer Success Manager dedicated to our US client portfolio! Joining our NYC team, you'll also be part of our Customer Department (10 people in Europe today) to ensure the satisfaction and success of our growing portfolio. Our new Customer Success Manager will handle an interesting range of clients with a focus on our North American market.

As a Customer Success Manager at Trustpair, your mission will be to ensure a seamless experience with our platform from the very beginning and help our clients gain value from Trustpair long term.

You'll have the chance to work with a variety of clients and users - from Accounting Managers, to IT, to CFOs - in both domestic and international companies.

Reporting to Mathilde, our Customer Experience Project Manager, you'll be part of a highly dynamic and motivated team who will help and support you in developing your knowledge and skills!

This position is open to candidates based in NY state, with monthly travel to our NYC office required.

What you'll do:

Client Onboarding and Enablement

• Lead a smooth onboarding for new US clients, delivering customized training and supporting system integrations for fast adoption.
• Answer day-to-day client inquiries and provide support to ensure client satisfaction.

Relationship Management and Retention

• Build strong client relationships, conduct regular check-ins, and manage Quarterly Business Reviews (QBRs) to drive satisfaction and retention.
• Ensure and support client renewals by demonstrating the value of Trustpair.

Product Adoption and Usage Optimization

• Monitor data and promote full platform use, proactively guiding clients to maximize features and benefits for risk management.

Revenue Growth

• Identify and support the Sales team on upsell and expand opportunities by aligning new features and service tiers with client goals

Customer Advocacy

• Collect client feedback to inform and influence product development
• Collaborate with Marketing for case studies and testimonials to strengthen Trustpair’s presence in the U.S. market

Regional Strategy and Insights

• Provide market insights to shape U.S.-specific strategies, staying informed on industry trends and competitor activities.

What's in it for you?

• Opportunity to be part of a fast-growing scale-up
• An impactful role, working on finance transformation projects in large scale, international companies
• Be part of a collaborative, international team with room for career growth
• Join our US team as the first CSM, where initiatives and new ideas are welcomed
• Work in a flexible, hybrid remote environment and culture that will boost your career skills (autonomy, leadership and ownership)
• Benefit from an in-depth, role-specific onboarding and training plan

Why join Trustpair - list of our perks here!

MUST HAVE

• Minimum of 5 years proven experience, with at least 2.5 years as a CSM supporting US clients 
• You've already worked in an Enterprise B2B SaaS Start up / scale up
• Strong ability to manage several projects at the same time, prioritising while respecting deadlines
• Excellent interpersonal skills and ability to deal with all kinds of stakeholders and clients
• Native level English
• Team player attitude, well organised and collaborative

Recruitment Process

• First call with Aicha, Talent Acquisition (30min)
• Experience interview with Mathilde, CX Project Manager (1h)
• Case Study presentation interview with Mathilde & Baptiste, CEO (1h)
• Coffee fit with Mickaela, Head of US Ops & Thomas, Account Executive (30 min)

Equal Opportunity Statement
Trustpair's policy is to provide equal employment opportunity in all of our employment practices without regard to race, color, religion, sex, national origin, ancestry, marital status, protected veteran status, age, individuals with disabilities, sexual orientation or gender identity or expression or any other legally protected category.

Applicants for all positions in Trustpair must be legally authorized to work in the country which they are applying for or be a citizen from Schengen / EU zone. The verification of employment eligibility will be required as a condition of hire.