Senior Customer Success Manager, Enterprise - Remote Eligible

Senior Customer Success Manager, Enterprise

Trustly North America's Customer Success team is seeking a Senior Customer Success Manager who will create, own and manage deep and impactful relationships with our enterprise merchants (e.g., retail, social, travel, QSR). 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. We are looking for people with relentless drive, exceptional interpersonal skills, and a strong desire to positively impact our organization's success.

What You'll Do

• Act as a strategic advisor and results owner for a portfolio of enterprise merchants and serve as a trusted constant on their behalf
• Become an expert on Trustly's payments and data solutions
• Using Trustly's Vision, Mission, Strategy and Objectives (VMSO) framework, understand and articulate the merchant's executive priorities, and then define partnership objectives and initiatives where Trustly's products and services will drive incremental merchant value
• Work with Sales, Product, Engineering, Professional Services, Business Intelligence and Marketing to ensure deployments lead to sustained merchant value and ongoing success
• Analyze, monitor, and interpret merchant performance (e.g., conversion, share of payment volume, financial institution connectivity, net losses) and collaborate across Trustly teams to resolve issues and increase effectiveness, escalating when necessary
• Build and deliver complex data and financial models for executive presentations to drive key business insights and strategic initiatives
• Conduct regular business reviews with merchants and internal stakeholders
• Collaborate and share merchant 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 understanding of merchants as well as Trustly's competitors
• Anticipated travel of 25%

Who You Are

• 10+ years of successful experience in Customer Success, Relationship Management, Sales/Business Development, Integrations, Management Consulting or related focus with Enterprise (F500) clients
• Experience managing enterprise eCommerce accounts with penetration into multiple customer functions
• Successfully manage multiple client interactions, while educating and influencing decisions, at all levels with high quality and grace under pressure
• Experience with complex technologies; Payments/Fintech experience highly preferred
• 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
• Intellectual curiosity, an analytical mindset, and accompanying skills with MS Excel, Access, Powerpoint, Google Suite to generate deliverables
• Driven to improve existing tools and processes and solve problems that require executive-level thinking
• Proven success working in a fast-paced, dynamic and rapidly changing startup environment
• #LI-Remote

Salary Range: $130,000 - $150,000 USD / year

Applications for this role are accepted on an ongoing basis.

Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Recruiters can share more information with applicants about the specific salary range for preferred locations during the hiring process. Please note that the compensation details listed in US role postings reflect the base salary only, and do not include bonus, equity, and other perks and benefits.

At Trustly, you will have the chance to solve meaningful challenges alongside some of the brightest minds in FinTech. Together, we are shaping the future of payments in an environment that celebrates curiosity, collaboration, and innovation. You will be challenged and empowered to grow, making a real impact every step of the way. Our team is as diverse as the global footprint we serve, with colleagues across Silicon Valley, the U.S., Canada, Brazil, Europe, and beyond. We embrace a remote-first culture that empowers you to balance your career ambitions with personal fulfillment. At Trustly, we foster a workplace where everyone feels they belong—a place where teamwork thrives, ideas flourish, and we never forget to have fun along the way.

The total compensation packages include competitive salaries, bonus plans, and stock options. We offer innovative perks and benefits packages that include:

• Flexible paid time off & generous PTO accrual plans
• Comprehensive medical, dental, vision, and other insurances
• FSA & HSA plans for medical and dependent care
• Home office set-up allowance
• Internet stipend
• Retirement plan match for 401k and RRSP
• Gender-neutral paid parental leave, and more!

(The benefits and total compensation packages outlined above are for full-time employees; some exclusions apply for temporary positions.)

At Trustly, we embrace and celebrate diversity of all forms and the value it brings to our employees and customers. We are proud and committed to being an Equal Opportunity Employer and believe an open and inclusive environment enables people to do their best work. All decisions regarding hiring, advancement, and any other aspects of employment are made solely on the basis of qualifications, merit, and business need.