Enterprise Customer Success Manager - North America
About The Position
Traild is hiring its first Enterprise Customer Success Manager to support strategic accounts after go-live as the company scales. The role owns a portfolio of high-value enterprise customers, serving as a trusted advisor and advocate to customer leadership and day-to-day teams. It will shape Traild’s approach to enterprise customer success while building long-term customer strategies, protecting and growing revenue, and developing successful clients into public references. The role is full-time and remote, open to candidates across North America. Occasional early morning or evening calls are required to work with development teams in APAC and EMEA.
Requirements
- At least 2 years of experience in a start-up or scale-up, ideally in fintech or payments.
- Experience managing high-value accounts with $100K+ ARR in customer success, account management, or a similar client-facing role.
- Strong relationship and stakeholder management skills, including executive presence and C-suite fluency.
- Commercial acumen and a track record of driving retention and expansion.
- Ability to use usage and health data to create clear value narratives for EBRs.
- Project management and cross-functional coordination skills across Support, Product, Engineering, and Sales.
- Ability to work independently, manage time, and adapt as the role evolves.
- Ability to de-escalate customer situations and take ownership of mistakes rather than assign blame.
- Flexibility to take occasional early morning or evening calls with global teams.
Nice To Haves
- Experience in ERP, accounts payable, or payments.
- Familiarity with Zendesk, HubSpot, Jira, Slack, Confluence, Omni, and Claude.
- Transferable skills from project management, onboarding, consulting, or delivery roles.
Responsibilities
- Manage a portfolio of strategic and enterprise-level accounts as the primary point of contact and customer 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 with cross-functional support and track churn reasons for Product, Support, and Sales.
- Plan and deliver Executive Business Reviews (EBRs), presenting a value narrative to client leadership.
- Manage escalations end to end by engaging Engineering and Product, turning customer concerns into action, and keeping stakeholders updated.
- Follow up on roadmap commitments and interim fixes with Product and Engineering.
- Monitor usage, account health, and support activity daily to identify escalation risks early.
- Identify trends across the customer base and share them with Product, Support, and Sales.
- Turn successful clients into references.
- Contribute to documentation and mentor junior team members.
Benefits
- Remote, hybrid, and flexible working options.
- Opportunity to join a rapidly growing company with associated opportunities.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
