Strategic Customer Success Manager USA

Trustpair • New York, NY

1d • Hybrid

About The Position

Trustpair is seeking a Strategic Customer Success Manager to join its US team. This role will focus on managing a portfolio of the largest, most complex, and strategic enterprise customers in North America. The position aims to strengthen the US presence by providing exceptional support to top-tier clients, ensuring high satisfaction, retention, product adoption, and expansion. The role involves onboarding new enterprise customers, developing long-term success plans, supporting change management, and identifying upsell opportunities. This is an individual contributor role with potential for growth as the US Customer Success team expands. The position reports to Mathilde and is part of the CSM International team, collaborating with various internal teams including Product, Account Management, Sales, Ops, and Revenue Excellence. The role is based in New York City with a preferred hybrid onsite presence, requiring 1-2 days per week in the office for candidates in the commutable Tri-State Area.

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

• 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.
• 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.
• 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.
• Identify upsell and expansion opportunities within strategic accounts.
• Partner closely with Sales to convert those opportunities into growth.
• 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.
• Bring market feedback and customer insight to help shape US-specific strategy.
• Stay informed on customer needs, industry developments, and competitive trends.

Benefits

• 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.
• Perks listed in 'A list of our perks here !'

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed
• Number of Employees: 11-50 employees