Enterprise Customer Success Manager

🔥 14 hours ago

🌐 United States, Canada – Remote

🇺🇸 United States – Remote 🇨🇦 Canada – Remote

💵 $100k - $140k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

🏆 Customer Success

🚫👨‍🎓 No degree required

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Traild

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2017

☁️ SaaS

💳 Fintech

🤝 B2B

💰 Seed on 2019-02

SaaS • Fintech • B2B

Traild is a B2B SaaS company that provides accounts-payable automation and integrated payment solutions for businesses. Its platform automates invoice capture, coding, PO matching, approvals, vendor verification, e-invoicing, and statement reconciliation while embedding AI-driven fraud and error detection. Traild Pay enables secure, multi-currency payments and a vendor portal, and the product offers deep, plug-and-play integrations with leading ERPs (NetSuite, SAP Business One, Acumatica, Xero, MYOB, IFS, SYSPRO). The company emphasizes fraud-prevention-first design, real-time ERP visibility, and industry-specific handling for sectors like manufacturing, construction, healthcare, distribution, agriculture, and energy.

📋 Description

• Manage a portfolio of strategic and enterprise-level accounts as their primary point of contact and advocate • Develop long-term success strategies aligned with customer goals and desired outcomes • Drive revenue retention and expansion with Sales through upsell and cross-sell opportunities • Identify at-risk accounts using health, usage, and sentiment signals; lead save plans and track churn reasons • Plan and deliver Executive Business Reviews and build value narratives for client leadership • Manage escalations end to end with Engineering and Product and keep stakeholders updated • Follow up on roadmap commitments and interim fixes with Product and Engineering • Monitor usage, health, and support activity daily to identify escalation risks • Share customer-base trends with Product, Support, and Sales • Turn successful clients into references • Contribute to documentation and mentor junior team members

🎯 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 • Ability to turn usage and health data into a clear value narrative for EBRs • Project management and cross-functional orchestration across Support, Product, Engineering, and Sales • Ability to work independently, manage your own time, and adapt as the role evolves • Ability to de-escalate clients and own mistakes rather than assign blame • Flexibility to take occasional early morning or evening calls with global teams • Experience in the ERP, accounts payable, or payments space (nice to have) • Familiarity with Zendesk, HubSpot, Jira, Slack, Confluence, Omni, and Claude (nice to have) • Transferable skills from project management, onboarding, consulting, or delivery roles welcomed

🏖️ Benefits

• Remote, hybrid and flexible working options • Global team across APAC, North America and EMEA