Enterprise Customer Success Manager

Traild

. Manage a portfolio of strategic and enterprise-level accounts as their primary point of contact and advocate .

Posted 10/23/2026full-timeRemote • United States, CanadaJuniorMid-Level💰 $100,000 - $140,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing high-value accounts and driving revenue retention and expansion through strategic relationship management and effective communication with stakeholders. Proficient in utilizing data to create compelling value narratives and executing cross-functional collaboration across teams.

Highest-signal resume keywords

Account ManagementCustomer SuccessRevenue RetentionStakeholder ManagementProject Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Data AnalysisValue Narrative DevelopmentUpsellingCross-SellingChurn Analysis

Soft Skills

Relationship ManagementExecutive PresenceAdaptabilityDe-EscalationMentoring

Tools & Technologies

ZendeskHubSpotJiraSlackConfluence

Industry Keywords

FintechPaymentsERPAccounts PayableClient-Facing Role

Tech Stack

Tools & technologies

ERP

About the role

Key responsibilities & impact

Manage a portfolio of strategic and enterprise-level accounts as their primary point of contact and advocate
Develop long-term success strategies aligned with customer goals and desired outcomes
Drive revenue retention and expansion with Sales through upsell and cross-sell opportunities
Identify at-risk accounts using health, usage, and sentiment signals; lead save plans and track churn reasons
Plan and deliver Executive Business Reviews and build value narratives for client leadership
Manage escalations end to end with Engineering and Product and keep stakeholders updated
Follow up on roadmap commitments and interim fixes with Product and Engineering
Monitor usage, health, and support activity daily to identify escalation risks
Share customer-base trends with Product, Support, and Sales
Turn successful clients into references
Contribute to documentation and mentor junior team members

Requirements

What you’ll need

2+ years of experience in a start-up or scale-up, ideally in fintech or payments
Experience managing high-value accounts ($100K+ ARR) in a customer success, account management, or similar client-facing role
Strong relationship and stakeholder management skills, including executive presence and C-suite fluency
Commercial acumen, with a track record of driving retention and expansion
Ability to turn usage and health data into a clear value narrative for EBRs
Project management and cross-functional orchestration across Support, Product, Engineering, and Sales
Ability to work independently, manage your own time, and adapt as the role evolves
Ability to de-escalate clients and own mistakes rather than assign blame
Flexibility to take occasional early morning or evening calls with global teams
Experience in the ERP, accounts payable, or payments space (nice to have)
Familiarity with Zendesk, HubSpot, Jira, Slack, Confluence, Omni, and Claude (nice to have)
Transferable skills from project management, onboarding, consulting, or delivery roles welcomed

Benefits

Comp & perks

Remote, hybrid and flexible working options
Global team across APAC, North America and EMEA