Director – Customer Success - Enterprise

Director – Customer Success – Enterprise

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.
Experience in working with complex technologies; Payments/Fintech experience highly preferred.
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.

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.
Anticipated travel of 25%.