Customer Success Manager M/F/Mx
We usually respond within three days
Trustpair is reinventing B2B payment security. We are building the leading anti-fraud solution for large corporations to help them avoid $20 billion fraud every year. With Trustpair, finance teams work with accurate data to avoid the risk of fraud and proceed to payments with peace of mind.
Trustpair at a glance:
- 200+ companies preventing B2B payment fraud with Trustpair (Airliquide, Generali, Kering)
- A financial technology acclaimed by major banking actors (Société Générale, Natixis, CACIB)
- Enterprise-ready platform connected to market-leading financial softwares (SAP, Kyriba and more)
- €25M raised in Series B to become #1 SaaS platform for third-party risk management
- A team of 100+ people, based in Europe and NYC
About the role:
Trustpair is looking for a dynamic Customer Success Manager to join our Customer Department (10 people today) to ensure the satisfaction and success of our growing portfolio. Our new Customer Success Manager will handle an interesting range of clients with a focus on our French market, as well as other international clients.
As a Customer Success Manager at Trustpair, your mission will be to ensure a seamless experience with our platform from the very beginning and help our clients gain value from Trustpair long term.
You'll have the chance to work with a variety of clients and users - from Accounting Managers, to IT, to CFOs - in both domestic and international companies.
Reporting to Yann, our Customer Success Team Lead, you'll be part of a highly dynamic and motivated team who will help and support you in developing your knowledge and skills!
What you'll do:
- Onboarding clients: Trustpair accompanies each of our clients with a personalised approach to implementing our solution (web platform, API…). You'll coordinate the implementation of Trustpair with the support of our technical experts and will help users get setup through training and sharing best practices.
- Customer satisfaction: Driven by customer satisfaction, you will be the main point of contact on our enterprise B2B accounts. By listening to our customer’s needs, monitoring key metrics on your accounts and initiating follow ups on action plans, you'll improve customer satisfaction through their journey. You will also identify and engage client ambassadors in your portfolio.
- Product adoption & support: You will advise our clients on how to optimise product usage, providing solutions to different use cases and escalating feedback to our Product & Ops teams. You'll help scale our approach by contributing to the creation & maintenance of self-help guides and our online help centre.
- Identify opportunities: Identifying upsell & cross sell opportunities to help us expand our existing accounts. You'll demonstrate excellent knowledge on your clients needs and identify ways we can bring them even more value!
What's in it for you?
- An impactful role, working on finance transformation projects in large scale, international companies
- Be part of a highly dynamic and motivated CS team, always ready to help each other
- Engage with multiple teams within Trustpair and multiple departments, personas and users across our clients
- Work in a flexible, hybrid remote environment and culture that will boost your career skills (autonomy, leadership and ownership)
- Benefit from an in-depth, role-specific onboarding and training plan
Why join Trustpair - list of our perks here!
![TrustpairMezo-636.jpg](https://images.teamtailor-cdn.com/images/s3/teamtailor-production/gallery_picture-v6/image_uploads/b85e96d6-6164-4cf1-a832-322f0afda9d9/original.jpeg)
MUST HAVE
- At least 4 years of experience in a Customer Success or Account Management role
- Prior experience working with B2B enterprise clients
- You've already worked in a B2B SaaS Start up / scale up
- Strong ability to manage several projects at the same time, prioritising while respecting deadlines
- Excellent interpersonal skills and ability to deal with all kinds of stakeholders and clients
- Fluent in French and English
- Team player attitude - well organised and collaborative
Recruitment Process
![4 Step Recruitment Process (1).png](https://images.teamtailor-cdn.com/images/s3/teamtailor-production/gallery_picture-v6/image_uploads/98bb3d91-c399-4496-9378-da0432284161/original.png)
- First call with Aicha, Talent Acquisition (30min)
- Experience interview with Yann, CS Team Lead (1h)
- Case Study presentation interview with Yann & Jeremy (1h)
- Coffee fit with two members of the Trustpair team and one of our Co-Founders
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.
- Department
- Customer
- Locations
- Paris | Headquarters
- Remote status
- Hybrid Remote
Paris | Headquarters
Workplace & culture
The Trust'eam is composed of brilliant, ambitious, curious, but also kind and genuine people. Each person has a story to tell, different background, but they're here for the same purpose: make Trustpair shine and become the global leader in third party risk management!
Communication, trust and feedback culture are anchored in the company's DNA.
Good to know
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International development with a strong focus on the USA
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Excellent business prospects: strong product, strong market fit, no client churn
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Very sane work environment, opportunity to take a lot of initiatives
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Excellent work-life balance
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Flexible remote policy
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Flat organisation
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We're not looking only for delivery: team members have a strong autonomy in their work organisation
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Bright and shiny offices in front of the Canal Saint Martin
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Ambitious & exciting work environment; opportunity to work on many initiatives
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We don't only focus on delivery: team members have strong autonomy in their work
Customer Success Manager M/F/Mx
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