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Enterprise Customer Success Manager - North America

7 hours, 26 minutes ago
United States, Canada
Full-time
Mid Level
Customer Success Manager
Customer and Technical Support
Confluence ERP HubSpot JIRA
Apply Now
TRAILD

TRAILD

TRAILD specializes in accounts payable automation, utilizing advanced AI and OCR technology to streamline invoice processing, enhance payment protection, and minimize the risk of fraud and errors in financial transactions.

Internet Software & Services
11-50
Founded 2017
View All Jobs 9

Description

  • Manage a portfolio of strategic enterprise accounts as the primary contact and customer advocate.
  • Develop long-term customer success plans aligned with client goals and desired outcomes.
  • Drive retention and expansion in partnership with Sales through upsell and cross-sell opportunities.
  • Identify at-risk accounts using health, usage, and sentiment data and lead cross-functional save plans.
  • Plan and deliver Executive Business Reviews that communicate customer value to leadership.
  • Own escalations end to end, coordinating with Product and Engineering and keeping stakeholders informed.
  • Track roadmap commitments and interim fixes with Product and Engineering.
  • Monitor account usage, health, and support activity to identify escalation risks early.
  • Share customer trends and feedback with Product, Support, and Sales.
  • Develop customer references, contribute to documentation, and mentor junior team members.

Requirements

  • 2+ years of experience in a startup or scale-up environment, ideally in fintech or payments.
  • Experience managing high-value accounts with $100K+ ARR in customer success, account management, or a similar client-facing role.
  • Strong stakeholder and relationship management skills, including executive presence and C-suite engagement.
  • Demonstrated ability to drive customer retention and expansion.
  • Ability to turn usage and customer-health data into clear value narratives for Executive Business Reviews.
  • Experience leading projects and coordinating across Support, Product, Engineering, and Sales.
  • Ability to work independently, manage time effectively, and adapt as the role evolves.
  • Ability to de-escalate customer issues and take accountability for resolving problems.
  • Availability for occasional early morning or evening calls with APAC and EMEA teams.
  • Experience in ERP, accounts payable, or payments; familiarity with Zendesk, HubSpot, Jira, Slack, Confluence, Omni, and Claude is preferred.
  • Willingness to complete a police/criminal background check where permitted by law.

Benefits

  • Base salary of $100,000–$140,000 USD for U.S. candidates or $100,000–$140,000 CAD for Canadian candidates.
  • Remote, hybrid, and flexible work options.
  • Opportunity to work with a global team across APAC, North America, and EMEA.
  • Opportunity to shape a new enterprise customer success function in a high-growth company.

Interested in this position?

Apply directly on the company website

Apply Now

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