Director, Customer Success

Summary

Join Trustly as a Director, Customer Success and build game-changing relationships with enterprise merchants. You will be the primary business contact for a portfolio of enterprise clients, driving merchant satisfaction and accelerating adoption. Responsibilities include acting as a trusted consultant, analyzing merchant performance, driving customer optimization, conducting regular business reviews, and collaborating with internal teams. This role requires 10+ years of experience in customer success or related fields with enterprise clients, experience managing enterprise accounts in specific industries, and strong leadership skills. Trustly offers a competitive salary, flexible paid time off, comprehensive insurance, retirement plan matching, and parental leave.

Requirements

• 10+ years of successful experience in Customer Success, Account Management, Sales, Integrations Management Consulting or related focus with Enterprise (F500) clients
• Experience managing enterprise accounts in eCommerce, Travel, Entertainment, or Delivery Services
• 4+ years of leadership experience, including people management and resource planning to scale a team as needed
• Ability to successfully manage multiple client interactions at all levels with high quality and grace under pressure
• Ability to leverage your business acumen to assess client needs and drive outcomes
• Extremely data driven; ability to understand data sets and leverage this data to drive customer outcomes and adoption
• Excellent collaborator with the skills needed to engage across multiple teams (Product, Engineering, Marketing, Sales, Risk, Support) and multiple geographies to drive the outcomes needed to ensure success
• Professional, executive presence internally and externally and ability to navigate those relationships well
• Intellectual curiosity, an analytical mindset, and accompanying skills with MS Excel, Access, Powerpoint, and Google Suite to generate deliverables
• Advanced CRM skills, Salesforce preferred
• Proven success working in a fast-paced, dynamic, and rapidly changing startup environment

Responsibilities

• Act as the primary business point of contact for a portfolio of enterprise merchants and serve as a trusted consultant on their behalf
• Understand and articulate the merchant’s executive priorities and define initiatives where Trustly’s product offering can drive incremental business value
• Analyze and interpret merchant performance (e.g., conversion, share of checkout, FIC connection, net losses)
• Assess specific customer issues, conduct operational and financial analysis and produce presentation-ready deliverables that drive key business insights
• Drive customer optimization discussions and programs – UX improvements, best practices, benchmarking, A/B testing
• Conduct regular business reviews with merchants and internal stakeholders
• Work with Sales, Product, Engineering, Business Intelligence and Marketing to ensure deployments lead to sustained customer value and ongoing customer success
• Collaborate and share customer feedback with internal Product, Engineering, Marketing, and other cross-functional colleagues to enhance ongoing product development efforts
• Become an expert on Trustly’s payments and data solutions
• Build a team of CS Managers to work across accounts

Preferred Qualifications

• Experience in working with complex technologies; Payments/Fintech experience highly preferred
• Experience with QlikSense, Tableau, ThinkCell, and Python a plus

Benefits

• Flexible paid time off & generous PTO accrual plans
• Comprehensive medical, dental, vision, and other insurances
• FSA & HSA plans for medical and dependent care
• Home office set-up allowance
• Internet stipend
• Retirement plan match for 401k and RRSP
• Gender-neutral paid parental leave