[Hiring] Enterprise Customer Success Manager @Traild

Role Description

As Traild scales, our clients are getting bigger and more strategic. We already have an Enterprise Implementation role, and now we need an Enterprise Customer Success Manager to care for these accounts after go-live. This is the first role of its kind here, so you will help shape how it works as we learn what our largest customers need.

You will own a portfolio of high-value accounts, acting as trusted advisor and advocate for client leadership and day-to-day teams. You will build long-term success strategies, protect and grow revenue, and turn happy clients into public references. Expect ambiguity, change, and plenty of room to make your mark.

This is a full-time, remote position open to candidates across North America. Some early morning or evening calls will be needed to work with our development teams in APAC and EMEA.

Key Responsibilities

• Manage a portfolio of strategic and enterprise-level accounts as their primary point of contact and advocate.
• Develop long-term success strategies with each customer, aligned to their goals and desired outcomes.
• Drive revenue retention and expansion, partnering with Sales on upsell and cross-sell opportunities.
• Manage churn - Spot at-risk accounts early using health, usage, and sentiment signals. Lead save plans with cross-functional support, and track churn reasons to feed back to Product, Support, and Sales.
• Plan and deliver Executive Business Reviews (EBRs), building the value narrative for client leadership.
• Manage escalations end to end: pull in Engineering and Product, turn client concerns into action, and keep stakeholders updated.
• Follow up on roadmap commitments and interim fixes with Product and Engineering.
• Monitor usage, health, and support activity daily to spot early escalation risks.
• Spot trends across the customer base and share them with Product, Support, and Sales.
• Turn successful clients into references.
• Contribute to documentation and mentor junior team members.

Qualifications

• You are a proactive and customer-obsessed professional who thrives on building relationships, solving problems, and driving customer value.
• You understand the customer journey end-to-end and excel at helping clients succeed post-onboarding.
• You are confident engaging with stakeholders at all levels and enjoy working in a fast-moving, scaling environment.
• You are at ease with executives, think commercially, and thrive in a start-up where the role is still taking shape and the path is not always clear.

Requirements

• 2+ years of experience in a start-up or scale-up, ideally in fintech or payments.
• Experience managing high-value accounts ($100K+ ARR) in a customer success, account management, or similar client-facing role.
• Strong relationship and stakeholder management skills, including executive presence and C-suite fluency.
• Commercial acumen, with a track record of driving retention and expansion.
• Data-driven storytelling: you can turn usage and health data into a clear value narrative for EBRs.
• Project management and cross-functional orchestration across Support, Product, Engineering, and Sales.
• Comfort working independently, managing your own time, and adapting as the role evolves.
• The ability to de-escalate clients and own mistakes rather than assign blame.
• Flexibility to take occasional early morning or evening calls with global teams.

Nice to have

• Experience in the ERP, accounts payable, or payments space.
• Familiarity with Zendesk, HubSpot, Jira, Slack, Confluence, Omni, and Claude.
• If you have transferable skills from other project management, onboarding, consulting or delivery roles, we'd still like to hear from you.

Salary Range

The base salary range for this position is:

• U.S. Candidates: $100,000 - $140,000 USD per year
• Canadian Candidates: $100,000 - $140,000 CAD per year

Compensation is determined based on experience, education, and geographic location. The final offer may vary within the stated range to reflect the candidate’s qualifications and market conditions in their area.

Benefits

• Flexibility: we offer a range of remote, hybrid and flexible working options.
• Global team: we are growing across APAC, NA and EMEA and have team all across the world.
• We are growing at an exponential rate, this is an opportunity to get involved with a true rocketship with all the excitement and opportunities that comes with it.
• Our team genuinely loves working at Traild: our eNPS score is 68, where anything above 50 is considered world-class.