Senior Customer Success Manager, Enterprise at Trustly

Job Description

WHO WE ARE

At Trustly, we're building a smarter, faster, and more secure financial future by revolutionizing the world of payments. As a global leader in Open Banking Payments, we are establishing Pay by Bank as the new standard at checkout, providing unparalleled freedom, speed, and ease to millions of consumers and merchants worldwide.

Our Ambition: To build the world’s most disruptive payment network and redefine what the payment experience should feel like.

Trustly is a global team of innovators, collaborators, and doers. If you are driven by a strong sense of purpose and thrive in a dynamic, entrepreneurial, and high-growth environment, join us and be part of a team that’s transforming the way the world pays.

ABOUT THE ROLE

Trustly North America’s Customer Success team is seeking a Senior Customer Success Manager who will create, own and manage deep and impactful relationships with our enterprise merchants (e.g., retail, social, travel, QSR). You will be part of a team that is integral in Trustly’s growth, involved in every step in the post sale process. Using Trustly’s proprietary value realization framework, you will align Trustly’s products and services with a merchant’s success criteria to drive more revenue, reduce costs, and engage more consumers.

WHO YOU'LL WORK WITH

On the Merchant Success team, we work alongside payment experts to drive revenue growth and market success by establishing strong partnerships with customers and building brand awareness through effective go-to-market strategies. We are revolutionizing the industry by transforming how consumers pay and merchants receive payments. At our core, we are allies in our clients' success, constantly seeking opportunities where our products and services can deliver unparalleled value. We are looking for people with relentless drive, exceptional interpersonal skills, and a strong desire to positively impact our organization's success.

WHAT YOU'LL DO

Act as a strategic advisor and results owner for a portfolio of enterprise merchants and serve as a trusted constant on their behalf

Become an expert on Trustly’s payments and data solutions

Using Trustly’s Vision, Mission, Strategy and Objectives (VMSO) framework, understand and articulate the merchant’s executive priorities, and then define partnership objectives and initiatives where Trustly’s products and services will drive incremental merchant value

Work with Sales, Product, Engineering, Professional Services, Business Intelligence and Marketing to ensure deployments lead to sustained merchant value and ongoing success

Analyze, monitor, and interpret merchant performance (e.g., conversion, share of payment volume, financial institution connectivity, net losses) and collaborate across Trustly teams to resolve issues and increase effectiveness, escalating when necessary

Build and deliver complex data and financial models for executive presentations to drive key business insights and strategic initiatives

Conduct regular business reviews with merchants and internal stakeholders

Collaborate and share merchant feedback with internal Product, Engineering, and other cross-functional colleagues to enhance ongoing product development efforts

Keep up with industry trends and develop a deep understand of merchants as well as Trustly’s competitors

Anticipated travel of 25%

WHO YOU ARE

10+ years of successful experience in Customer Success, Relationship Management, Sales/Business Development, Integrations, Management Consulting or related focus with Enterprise (F500) clients

Experience managing enterprise eCommerce accounts with penetration into multiple customer functions

Successfully manage multiple client interactions, while educating and influencing decisions, at all levels with high quality and grace under pressure

Experience with complex technologies; Payments/Fintech experience is required

Ability to leverage your business acumen to assess client needs and drive outcomes

Extremely data-driven; ability to understand data sets and leverage this data to drive customer outcomes and adoption

Excellent collaborator with the skills needed to engage across multiple teams (Product, Engineering, Marketing, Sales, Risk, Support) and multiple geographies to drive the outcomes needed to ensure success

Excellent executive presence and communication skills

Intellectual curiosity, an analytical mindset, and accompanying skills with MS Excel, Access, Powerpoint, Google Suite to generate deliverables

Driven to improve existing tools and processes and solve problems that require executive-level thinking

Proven success working in a fast-paced, dynamic and rapidly changing startup environment

#LI-Remote

SALARY RANGE: $130,000 - $150,000 USD / year

Applications for this role are accepted on an ongoing basis.

SALARY RANGES IN US-BASED ROLE POSTING

Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Recruiters can share more information with applicants about the specific salary range for preferred locations during the hiring process. Please note that the compensation details listed in US role postings reflect the base salary only, and do not include bonus, equity, and other perks and benefits.

WHAT WE OFFER

At Trustly, you will have the chance to solve meaningful challenges alongside some of the brightest minds in FinTech. Together, we are shaping the future of payments in an environment that celebrates curiosity, collaboration, and innovation. You will be challenged and empowered to grow, making a real impact every step of the way.

Our team is as diverse as the global footprint we serve, with colleagues across Silicon Valley, the U.S., Canada, Brazil, Europe, and beyond. We embrace a remote-first culture that empowers you to balance your career ambitions with personal fulfillment. At Trustly, we foster a workplace where everyone feels they belong—a place where teamwork thrives, ideas flourish, and we never forget to have fun along the way.

The total compensation packages include competitive salaries, bonus plans, and stock options. We offer innovative perks and benefits packages that include:

- Flexible paid time off & generous PTO accrual plans

- Comprehensive medical, dental, vision, and other insurances

- FSA & HSA plans for medical and dependent care

- Home office set-up allowance

- Internet stipend

- Retirement plan match for 401k and RRSP

- Gender-neutral paid parental leave, and more!

(The benefits and total compensation packages outlined above are for full-time employees; some exclusions apply for temporary positions.)

At Trustly, we embrace and celebrate diversity of all forms and the value it brings to our employees and customers. We are proud and committed to being an Equal Opportunity Employer and believe an open and inclusive environment enables people to do their best work. All decisions regarding hiring, advancement, and any other aspects of employment are made solely on the basis of qualifications, merit, and business need.

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