Customer Success Manager

Trustpair is reinventing B2B payment security. We are building the leading anti-fraud solution for large corporations to help them avoid $20 billion fraud every year. With Trustpair, finance teams work with accurate data to avoid the risk of fraud and proceed to payments with peace of mind.

Trustpair at a glance:

- 200+ companies preventing B2B payment fraud with Trustpair (Airliquide, Generali, Kering);
- A financial technology acclaimed by major banking actors (Société Générale, Natixis, CACIB);
- Enterprise-ready platform connected to market-leading financial softwares (SAP, Kyriba and more);
- €25M raised in Series B to become #1 SaaS platform for third-party risk management;
- A team of 100+ people, based in Europe and NYC

**About the role**:
Trustpair is looking for a dynamic Customer Success Manager to join our** Customer Department** (9 people 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 special focus on our brand new Italian market**, as well as other international clients.

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 Yann, our Customer Success Team Lead, you'll be part of a highly dynamic and motivated team who will **help and support you** in developing your knowledge and skills

**What you'll do**:

- **Onboarding clients**: Trustpair accompanies each of our clients with a personalised approach to implementing our solution (web platform, API ). You'll coordinate the implementation of Trustpair with the support of our technical experts and will help users get setup through training and sharing best practices.
- **Customer satisfaction**: Driven by customer satisfaction, you will be the main point of contact on our enterprise B2B accounts. By listening to our customer’s needs, monitoring key metrics on your accounts and initiating follow ups on action plans, you'll improve customer satisfaction through their journey. You will also identify and engage client ambassadors in your portfolio.
- **Product adoption & support**: You will advise our clients on how to optimise product usage, providing solutions to different use cases and escalating feedback to our Product & Ops teams. You'll help scale our approach by contributing to the creation & maintenance of self-help guides and our online help centre.
- **Identify opportunities**: Identifying upsell & cross sell opportunities to help us expand our existing accounts. You'll demonstrate excellent knowledge on your clients needs and identify ways we can bring them even more value
- **Market expertise**:You'll be an integral part of our brand new Italian team, sharing insight and ideas for adaptation in the interest of continuous improvement. You'll also have a huge impact in ensuring our resources are translated and adapted to the local market.

**What's in it for you**:

- Be a key member of Trustpair's expansion into **new markets**:

- Be part of a highly dynamic and motivated CS team, **always ready to help** each other
- **Engage with multiple** teams within Trustpair and multiple departments, personas and users across our clients
- Work in a **flexible, hybrid remote** environment and **culture that will boost** your career skills (autonomy, leadership and ownership)

**Why join Trustpair - list of our perks **here****:
**MUST HAVE**:

- **At least 4 years of experience** in a Customer Success or Account Management position
- Prior experience working with B2B enterprise clients
- You've already worked in a 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 Italian and fluent in English
- Team player - well organised and collaborative

***:
**Recruitment Process**:

- First call with Aicha, Talent Acquisition (30min)
- Experience interview with Yann, CS Team Lead (1h) + Italian discussion with Silvia, AE (15 mins)
- Case Study presentation interview with Yann & Jeremy (1h)
- Coffee fit with two members of the Trustpair team and one of our Co-Founders

**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.