Strategic Customer Success Manager USA

Job Description

Job Description

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

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.

Compensation: The expected on-target earnings for this role are in the range of $135,000–$150,000

What you'll do: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

What’s in it for you ????

• 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

Why join Trustpair? A list of our perks here!

Must-Haves

• 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.

Recruitment Process

• First call with Morgan, Talent Acquisition Specialist (30 mins)

• Experience Interview with the hiring manager, Caitlin, VP Customer (45 mins)

• Panel Interview with cross-functional members of the US team (1 hour)

• Case study interview with the CS team (1 hour)

• Final interview with Baptiste, CEO & Cofounder (45 mins)
  

Equal Opportunity Statement
Trustpair's policy is to provide equal employment opportunity in all of our employment practices without regard to race, color, religion, sex, national origin, ancestry, marital status, protected veteran status, age, individuals with disabilities, sexual orientation or gender identity or expression or any other legally protected category.
Applicants for all positions in Trustpair must be legally authorized to work in the country which they are applying for or be a citizen from Schengen / EU zone. The verification of employment eligibility will be required as a condition of hire.