Customer Success Manager

Trustpair empowers large global companies to eliminate vendor payment fraud with a market leading account validation automation platform. Trustpair serves over 400 enterprise customers, helping finance teams protect against 100% of fraud attacks.

The company’s global presence includes offices across Europe & the US. 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 a dynamic Customer Success Manager to join our** Customer Department** (10 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 focus on our English & Italian speaking European markets.**

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

**This is a Paris based role on a hybrid remote contract.**

**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

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

- **A**n impactful role,** working on finance transformation projects in large scale, international companies
- 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)
- Benefit from an in-depth, role-specific **onboarding and training** plan

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

- **At least 3 years of experience** in a Customer Success or Account Management role
- 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
- Fluent in** English and Italian**:

- Team player attitude - well organised and collaborative

**Recruitment Process**:

- First call with Aicha, Talent Acquisition (30min)
- Experience interview with Yann, Head of Customer Success (1h)
- 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.