Senior Customer Success Manager maximizing customer retention on strategic accounts within Kaisa. Collaborating with global teams and delivering product training to enhance customer engagement.
About the role
- Strategic Customer Success Manager managing high-value enterprise accounts at Trustpair. Leading client success initiatives for the North American market with AI-driven approaches in a hybrid environment.
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
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
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
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