Enterprise Customer Success Manager
T
TraildFintech payments
Open to candidates across North America, Some early morning or evening calls will be needed to work with our development teams in APAC and EMEA.Full-TimeManager
Salary100,000 - 140,000 USD per year
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Job Details
- Experience
- 2+ years of experience in a start-up or scale-up, ideally in fintech or payments.
- Required Skills
- Project ManagementStakeholder managementCustomer SuccessHubSpotZendeskAccount Management
Requirements
- Have 2+ years of experience in a start-up or scale-up, ideally in fintech or payments.
- Have experience managing high-value accounts with $100K+ ARR in customer success, account management, or a similar client-facing role.
- Bring strong relationship and stakeholder management skills, including executive presence and C-suite fluency.
- Demonstrate commercial acumen and a track record of driving retention and expansion.
- Turn usage and health data into clear value narratives for Executive Business Reviews.
- Manage projects and coordinate cross-functionally across Support, Product, Engineering, and Sales.
- Work independently, manage your time, and adapt as the role evolves.
- De-escalate clients and own mistakes rather than assign blame.
- Be flexible to take occasional early morning or evening calls with global teams.
- ERP, accounts payable, or payments experience is a plus.
- Familiarity with Zendesk, HubSpot, Jira, Slack, Confluence, Omni, and Claude is a plus.
Responsibilities
- Manage a portfolio of strategic and enterprise-level accounts as the primary point of contact and advocate.
- Develop long-term success strategies aligned with each customer's goals and desired outcomes.
- Drive revenue retention and expansion, partnering with Sales on upsell and cross-sell opportunities.
- Identify at-risk accounts using health, usage, and sentiment signals; lead save plans and track churn reasons.
- Plan and deliver Executive Business Reviews, building the value narrative for client leadership.
- Manage escalations end to end by involving Engineering and Product, turning concerns into action, and updating stakeholders.
- Follow up on roadmap commitments and interim fixes with Product and Engineering.
- Monitor usage, health, and support activity daily to identify escalation risks.
- Share customer-base trends with Product, Support, and Sales, and turn successful clients into references.
- Contribute to documentation and mentor junior team members.
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