Global VP Customer Success

Trustpair•New York, NY

2d•$280,000•Hybrid

About The Position

Trustpair stops vendor fraud before it happens. We're the automated vendor validation platform protecting 400+ enterprise companies worldwide. Since 2017, finance and procurement teams have used Trustpair to eliminate vendor fraud while reclaiming 90% of the time they once spent on manual checks. As vendor fraud grows more sophisticated, we stay ahead by combining deep expertise in financial crime with cutting-edge technology. Our core product focuses on secure, reliable vendor account validation to wipe out fraud and boost efficiency. Internally, teams across Trustpair use AI tools in their day-to-day work to automate repetitive tasks and unlock strategic insights that help us build and operate better. From day one, you’ll be encouraged and trained to integrate these tools into your workflow in a practical, hands-on way. With offices in New York, Paris, London, and Milan, we're a diverse team united by a bias for action. We ship fast, learn from experiments, and tackle problems that matter: protecting billions in payments for companies worldwide. If you want to see your work make an immediate impact in financial security, Trustpair is built for you. Learn more about how we use AI in our everyday work . About the role We are searching for a Global VP of Customer Success to lead Trustpair’s CS organization across the US and EMEA, consisting of around 15 people today. Reporting to our CRO, you’ll own the global CSM mandate; shaping strategy, driving operational excellence, and ensuring our teams deliver exceptional client outcomes. You’ll oversee budget, headcount planning, and execution, while acting as a hands-on operator when needed; stepping in on key accounts. Partnering closely with our CSM Team Leads, you’ll model best practices for strategic customer management and executive engagement on an international scale. This position offers the flexibility of a hybrid work model based out of NYC. Package details: up to $280k OTE depending on experience.

Requirements

10 years total experience with 3 years of managerial experience.
Track record of scaling and managing distributed teams (multi-time-zone, multi-region).
Proven leadership in Customer Success within B2B SaaS/platform environments.
Experience managing both mid-market and enterprise accounts.
Change management across transformations, growth, and reorganizations.
Deep expertise across the customer lifecycle with strong command of adoption and growth metrics.
Demonstrated cross-functional leadership with Product, Sales, and Marketing.
Strong ability to operate in multicultural environments across the US and Europe.
Demonstrated ability to l everage AI technologies to drive significant impact .
Fluent in English , spoken and written

Responsibilities

Lead and scale Trustpair’s global Customer Success organization across the US & EMEA maximizing retention and expansion (GRR/NRR), deepening adoption with CFOs and Finance leaders, and embedding Trustpair across business units, while building the playbooks, talent, and operating cadence that make these outcomes repeatable.
Own global retention and expansion outcomes (GRR/NRR), partnering with Sales/Account Management to drive structured upsell and cross-sell.
Define and roll out the scalable customer journey (segmentation, health scoring, time-to-first-value playbooks) with clear role charters and KPIs.
Lead annual and quarterly planning for CS: budget, headcount, territory/segment design, and operating cadence.
Serve as executive sponsor on a focused set of strategic accounts, ensuring value realization, risk mitigation, and expansion.
Establish a repeatable executive communication rhythm (QBRs/steering committees) that ties product adoption to measurable business outcomes.
Build up a client advocacy engine (references, communities, case studies, and NPS follow-through).
Build, assess, and scale the CS organization across US & EMEA; develop Team Leads and succession plans, with clear competency frameworks and career paths.
Upgrade onboarding to cut ramp time and standardize excellence across regions.
Drive a tight Voice-of-Customer loop with Product, Sales, Marketing, and Support; translate insights into roadmap priorities and enablement.
Partner with RevOps to improve forecasting accuracy and unify data definitions across systems.
Implement performance infrastructure (dashboards, deal/renewal forecasting, risk reviews) visible at SLT level.
Build a change-management playbook for complex enterprise transitions (stakeholder maps, communication plans, escalation paths).