Strategic Customer Success Manager USA

Trustpair•New York, NY

1d•$135,000 - $150,000•Hybrid

About The Position

Trustpair is looking for a Strategic Customer Success Manager to join our US team and take ownership of a portfolio of our largest, most complex, and most strategic enterprise customers in North America . This role is designed to reinforce our US presence and provide exceptional support to top-tier clients, ensuring strong satisfaction, retention, product adoption, and expansion over time. You will play a key role in onboarding new enterprise customers, driving long-term success plans, supporting change management, and identifying upsell opportunities across your portfolio. This is an individual contributor role with room to grow as the US Customer Success team expands. You will report to Mathilde and join the CSM International team , working closely with the wider Customer team as well as Product, Account Management, Sales, Ops, and Revenue Excellence. This position is based in New York City , with hybrid onsite presence preferred . We are primarily looking for candidates in the commutable Tri-State Area who can come into the office 1–2 days per week.

Requirements

7+ years of experience in a technical SaaS or enterprise B2B software environment
3–4+ years of significant experience working with strategic and/or enterprise B2B clients
Prior experience managing strategic, complex US enterprise accounts
Strong experience driving renewals and identifying upsell or expansion opportunities
Familiarity with complex technical integrations, including APIs and SFTP
Strong project management skills, with the ability to manage multiple deadlines, stakeholders, and priorities
Strong problem-solving skills and the ability to bring structure and solutions in complex situations
Excellent communication and relationship-building skills, especially with senior stakeholders and executives
High level of organization, rigor, and attention to detail
A data-driven approach to decision-making
Native-level English

Nice To Haves

Experience with tools such as Intercom, Planhat, and Looker
Experience in a B2B SaaS start-up or scale-up environment
Experience working in an international environment and/or a European company
Experience working with or selling to teams within the CFO organization, especially Procurement, Accounts Payable, and Treasury.

Responsibilities

Client Onboarding and Enablement
Manage a portfolio of high-value, high-complexity customers across industries
Lead onboarding for large enterprise US clients, including customized training and support on integrations to drive fast adoption
Define and execute tailored success plans aligned with each customer’s business goals
Support and, when needed, lead change management efforts on the customer side
Relationship Management and Retention
Build strong, trust-based relationships with a range of senior stakeholders across Finance, Procurement, IT, and related functions
Run regular check-ins and Quarterly Business Reviews to drive value, satisfaction, and retention
Monitor customer health, proactively flag risks, and take action to secure renewals
Develop client advocates who can participate in reference calls and broader advocacy initiatives
Product Adoption and Usage Optimization
Use customer data and usage insights to drive stronger adoption and stickiness of the platform
Guide customers toward fuller use of Trustpair’s features and value for risk management
Navigate complex organizational structures to build adoption and internal advocacy
Revenue Growth
Identify upsell and expansion opportunities within strategic accounts
Partner closely with Sales to convert those opportunities into growth
Customer Advocacy
Represent the voice of the customer internally to help shape product direction
Partner with Marketing on case studies, testimonials, and other advocacy initiatives to support Trustpair’s growth in the US market
Regional Strategy and Insights
Bring market feedback and customer insight to help shape US-specific strategy
Stay informed on customer needs, industry developments, and competitive trends

Benefits

At Trustpair, we see AI as a tool to save time, sharpen focus, and boost impact - whether you're already hands-on with AI or eager to learn, you’ll join a team that values and encourages AI-driven ways of working
Opportunity to join a fast-growing scale-up in a highly impactful role
Ownership of strategic, high-value enterprise accounts in the North American market
A collaborative environment with a flat structure, where everyone’s voice is heard with room for growth and career development
The chance to join the US team at an exciting stage, where ideas, initiative, and ownership are genuinely valued
Exposure to a European-headquartered company with international collaboration
A flexible hybrid work environment that encourages autonomy, leadership, and strong cross-functional partnership
A talented team with senior colleagues you can learn and work with
Inclusive environment with cultural diversity and parity
A list of our perks here !