Customer Success Manager

Trustpair

. Own a portfolio of enterprise customer accounts as the main customer contact .

Posted 9/29/2026full-timeNew York City • New York • United StatesMid-LevelSenior💰 $110,000 - $125,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Customer Success management, focusing on account health, product adoption, and customer retention strategies. Proficient in building relationships with enterprise stakeholders and utilizing CRM tools to track and enhance customer engagement.

Highest-signal resume keywords

Customer Success ManagementAccount ManagementCustomer OnboardingProduct Adoption EvaluationStrong Communication Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Account Health MonitoringChurn Risk IdentificationRenewal SupportData AnalysisPortfolio Management

Soft Skills

Relationship BuildingCollaborationAccountabilityCuriosityProblem-Solving

Tools & Technologies

PlanhatHubSpotLookerCRM ToolsAnalytics Tools

Industry Keywords

SaaSB2BFintechPaymentsAccounts Payable

About the role

Key responsibilities & impact

Own a portfolio of enterprise customer accounts as the main customer contact
Build trusted relationships with Accounts Payable Managers, Finance Directors and other stakeholders
Lead or co-lead customer onboarding and agree success measures
Track product usage and take action when adoption falls behind
Monitor account health, engagement and stakeholder changes
Identify churn risk, develop recovery plans and coordinate internal support
Support renewals and account growth with Account Managers
Identify expansion opportunities and connect customer outcomes to renewal readiness
Turn satisfied customers into advocates
Explain product features, limitations and technical issues clearly
Bring in specialists when needed and keep customers informed
Prioritize accounts using health signals and maintain accurate records
Share customer feedback with Product, Implementation and other teams
Success measured through gross retention, expansion ARR, NPS, CSAT, product adoption and consumption
Initially report to the VP of Customer Success

Requirements

What you’ll need

At least 4 years of experience in Customer Success with account management responsibilities at a SaaS company, ideally in a B2B startup or scale-up
Experience owning or co-owning customer relationships and managing a portfolio with competing priorities
Experience leading or co-leading customer onboarding and evaluating adoption through measurable outcomes or usage data
Understanding of how adoption and account health affect retention, with examples of identifying risk and taking action
Strong communication skills, including the ability to build trust, handle difficult conversations and explain product concepts clearly
Structured approach to prioritization, CRM hygiene and follow-through
Accountability and a collaborative mindset
Curiosity about how products work and confidence asking questions, learning new tools and involving specialists when needed
Fluent English
Ability to work from the NYC office 2-3 days per week
Applicants must be legally authorized to work in the United States
Nice-to-have: Experience supporting enterprise customers or working with finance, Accounts Payable or procurement stakeholders
Nice-to-have: Exposure to fintech, payments, fraud prevention or financial controls
Nice-to-have: Familiarity with Planhat, HubSpot, Looker or similar customer success, CRM and analytics tools
Nice-to-have: Experience with customer integrations or implementations and an interest in practical AI tools

Benefits

Comp & perks

AI tools and dedicated training and peer support
Structured onboarding and manager support
Target of taking ownership of first account within 45 days
Opportunity to build commercial judgment and product knowledge alongside experienced colleagues
Flexible remote policy for all employees
Excellent work-life balance with supporting initiatives
Central offices in Paris and NYC
Ambitious and exciting work environment with opportunities to work on many initiatives