{"id":1518487,"url":"https://alion.io/job/trustpair-customer-success-manager-usa","title":"Customer Success Manager (USA)","company":{"id":172851,"name":"Trustpair","domain":"trustpair.com","url":"https://alion.io/company/trustpair","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Teamtailor","truth_index":{"grade":"A","score":95,"open_postings":17,"ghost_share":0,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":116,"computed_at":"2026-10-28T05:59:10Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"middle","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["New York, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":57000,"max_usd":125000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":648},"experience_years_min":4,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"HubSpot","optional":true},{"name":"Looker","optional":true}],"status":"live","first_seen_at":"2026-09-29T13:47:38Z","employer_posted_date":"2026-09-29","last_verified_at":"2026-10-28T09:44:06Z","board_verified":true,"closed_at":null,"days_open":29,"trust":{"level":"ok","repost_count":0,"flags":[],"days_open":28},"description":"Trustpair stops vendor fraud before it happens. We're the automated vendor validation platform protecting 600+ 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.\nAs 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.\nWith 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.\nLearn more abouthow we use AI in our everyday work.\nAbout the role\nTrustpair is hiring a Customer Success Manager to join our US team and own a portfolio of enterprise customer accounts.\nAs the main point of contact for your customers, you will build trusted relationships with stakeholders such as Accounts Payable Managers and Finance Directors. You will guide customers through onboarding, adoption, retention and advocacy, with Account Management support on renewals and growth opportunities.\nYou will join Caitlin Sweeney 's team, initially reporting to our VP of Customer Success. This is an individual contributor role with responsibility for your own portfolio and support from experienced colleagues across the business.\nYour success will be measured through gross retention, expansion ARR, NPS, CSAT, and product adoption and consumption.\nLocation: New York City, with 2-3 days per week in our NYC office.\nCompensation: Base salary $110,000-$125,000 | plus bonus, depending on final scope and experience.\nWhat you'll do\nBuild proactive customer relationships. Establish regular contact, understand each customer's priorities and tailor your communication so that every account receives the right level of attention.\n\nOwn onboarding and adoption. Lead or co-lead onboarding, agree on success measures with customers, and use product usage data to track progress. Take action when adoption falls behind.\n\nIdentify and address churn risk. Monitor account health, engagement and stakeholder changes. Develop recovery plans and coordinate internal support before issues become escalations.\n\nSupport renewals and account growth. Connect customer outcomes to renewal readiness, identify expansion opportunities and partner with Account Managers on commercial discussions. Help satisfied customers become advocates.\n\nMake product conversations clear. Learn how Trustpair works and explain features, limitations and technical issues in terms customers understand. Bring in specialists when needed and keep customers informed throughout.\n\nManage your portfolio with discipline. Prioritize accounts using health signals, maintain accurate records and follow through on commitments across multiple customer lifecycle stages.\n\nBring customer insight into the business. Share feedback with Product, Implementation and other teams to improve the customer experience and how we work.\n\nWhat’s in it for you\nAt 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 a team that values and encourages AI-driven ways of working.\n\nA role with visible impact on customer retention, growth and protection against vendor payment fraud.\n\nStructured onboarding and manager support, with a target of taking ownership of your first account within 45 days.\n\nThe opportunity to build your commercial judgment and product knowledge alongside experienced colleagues.\n\nWhy join Trustpair? A list of our perks here!\nMust-Haves\nAt least 4 years of experience in Customer Success with account management responsibilities at a SaaS company, ideally in a B2B startup or scale-up.\n\nExperience owning or co-owning customer relationships and managing a portfolio with competing priorities.\n\nExperience leading or co-leading customer onboarding and evaluating adoption through measurable outcomes or usage data.\n\nAn understanding of how adoption and account health affect retention, with examples of identifying risk and taking action.\n\nStrong communication skills, including the ability to build trust, handle difficult conversations and explain product concepts clearly.\n\nA structured approach to prioritization, CRM hygiene and follow-through, combined with accountability and a collaborative mindset.\n\nCuriosity about how products work and confidence asking questions, learning new tools and involving specialists when needed.\n\nFluent English and the ability to work from our NYC office 2-3 days per week.\n\nNice-to-Haves\nExperience supporting enterprise customers or working with finance, Accounts Payable or procurement stakeholders.\n\nExposure to fintech, payments, fraud prevention or financial controls.\n\nFamiliarity with Planhat, HubSpot, Looker or similar customer success, CRM and analytics tools.\n\nExperience with customer integrations or implementations, and an interest in practical AI tools.\n\nRecruitment Process\nFirst call with Morgan, Talent Acquisition Specialist - 30 min, virtual\n\nExperience interview with Caitlin Sweeney, VP of Customer Success - 1 hour, virtual\n\nTechnical and commercial panel with two future teammates - 45 min, virtual\n\nOnsite visit to our NYC office. A 60-minute case study with Customer Success leadership, followed by a 30-minute Coffee Fit with potential teammates.\n\nCofounder interview with Alexandre - 45 minutes, virtual\n\nEqual Opportunity Statement\nTrustpair'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.\nApplicants for all positions in Trustpair must be legally authorized to work in the country which they are applying for. 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