Customer Success Manager (English & French speaking) M/F/Mx

Trustpair stops vendor fraud before it happens. We're the automated vendor validation platform protecting 400+ enterprise companies worldwide. Since 2017, finance and procurement teams have used Trustpair to eliminate vendor fraud while reclaiming 90% of the time they once spent on manual checks.

As vendor fraud grows more sophisticated, we stay ahead by combining deep expertise in financial crime with cutting-edge technology. AI isn't a buzzword here, it's embedded in everything we do. From your first week, you'll use AI tools to accelerate your impact, with dedicated training and peer support to help you master them. Our teams have embedded AI into daily work, from automating routine tasks to unlocking strategic insights. The result? Work that used to take hours now takes minutes, and you'll spend more time on what matters.

With offices in New York, Paris, London, and Milan, we're a diverse team united by a bias for action. We ship fast, learn from experiments, and tackle problems that matter: protecting billions in payments for companies worldwide. If you want to see your work make an immediate impact in financial security, Trustpair is built for you.

Learn more about how we use AI in our everyday work.

About the role:

Trustpair is looking for a dynamic Customer Success Manager to join our Customer Department (10 people today) to ensure the satisfaction and success of our growing portfolio. Our new Customer Success Manager will handle an interesting range of clients with a focus on our English & French speaking European markets.

As a Customer Success Manager at Trustpair, your mission will be to ensure a seamless experience with our platform from the very beginning and help our clients gain value from Trustpair long term.

You'll have the chance to work with a variety of clients and users - from Accounting Managers, to IT, to CFOs - in both domestic and international companies.

Reporting to Yann, our Head of Customer Success, you'll be part of a highly dynamic and motivated team who will help and support you in developing your knowledge and skills!

What you'll do:

• Onboarding clients: Trustpair accompanies each of our clients with a personalised approach to implementing our solution (web platform, API…). You'll coordinate the implementation of Trustpair with the support of our technical experts and will help users get setup through training and sharing best practices.
• Customer satisfaction: Driven by customer satisfaction, you will be the main point of contact on our enterprise B2B accounts. By listening to our customer’s needs, monitoring key metrics on your accounts and initiating follow ups on action plans, you'll improve customer satisfaction through their journey. You will also identify and engage client ambassadors in your portfolio.
• Product adoption & support: You will advise our clients on how to optimise product usage, providing solutions to different use cases and escalating feedback to our Product & Ops teams. You'll help scale our approach by contributing to the creation & maintenance of self-help guides and our online help centre.
• Identify opportunities: Identifying upsell & cross sell opportunities to help us expand our existing accounts. You'll demonstrate excellent knowledge on your clients needs and identify ways we can bring them even more value!

What's in it for you?

• At Trustpair, we see AI as a tool to save time, sharpen focus, and boost impact. Whether you're already hands-on with AI or eager to learn, you'll join an organization that provides continuous learning opportunities, encourages experimentation with new AI approaches, and helps you build valuable skills.
• An impactful role, working on finance transformation projects in large scale, international companies
• Be part of a highly dynamic and motivated CS team, always ready to help each other
• Engage with multiple teams within Trustpair and multiple departments, personas and users across our clients
• Work in a flexible, hybrid remote environment and culture that will boost your career skills (autonomy, leadership and ownership)
• Benefit from an in-depth, role-specific onboarding and training plan

Why join Trustpair - list of our perks here!

MUST HAVE

• At least 3 years of experience in a Customer Success or Account Management role
• Prior experience working with B2B enterprise clients
• You've already worked in a B2B SaaS Start up / scale up
• Strong ability to manage several projects at the same time, prioritising while respecting deadlines
• Excellent interpersonal skills and ability to deal with all kinds of stakeholders and clients
• Fluent in English and French
• Team player attitude - well organized and collaborative
• Demonstrated ability to leverage AI technologies to drive significant impact

Recruitment Process

• First call with Aicha, Talent Acquisition (30min)
• Experience interview with Yann, Head of Customer Success (1h)
• Case Study presentation interview with Yann & Mathilde (1h)
• Coffee fit with two members of the Trustpair team and one of our Co-Founders

Equal Opportunity Statement
Trustpair's policy is to provide equal employment opportunity in all of our employment practices without regard to race, color, religion, sex, national origin, ancestry, marital status, protected veteran status, age, individuals with disabilities, sexual orientation or gender identity or expression or any other legally protected category.

Applicants for all positions in Trustpair must be legally authorized to work in the country which they are applying for or be a citizen from Schengen / EU zone. The verification of employment eligibility will be required as a condition of hire.