Customer Success Manager (USA)

Role Overview

Trustpair is hiring a Customer Success Manager to join our US team and own a portfolio of enterprise customer accounts. The role involves building trusted relationships with stakeholders, guiding customers through onboarding, adoption, retention, and advocacy, and measuring success through gross retention, expansion ARR, NPS, CSAT, and product adoption and consumption.

What You Will Do

The Customer Success Manager will build proactive customer relationships, own onboarding and adoption, identify and address churn risk, support renewals and account growth, make product conversations clear, manage their portfolio with discipline, and bring customer insight into the business.

Why It Might Be a Fit

The role offers visible impact on customer retention, growth, and protection against vendor payment fraud, a structured onboarding and manager support, and the opportunity to build commercial judgment and product knowledge alongside experienced colleagues.

Requirements

• At least 4 years of experience in Customer Success with account management responsibilities at a SaaS company, ideally in a B2B startup or scale-up.
• Experience owning or co-owning customer relationships and managing a portfolio with competing priorities.
• Experience leading or co-leading customer onboarding and evaluating adoption through measurable outcomes or usage data.
• An understanding of how adoption and account health affect retention, with examples of identifying risk and taking action.
• Strong communication skills, including the ability to build trust, handle difficult conversations, and explain product concepts clearly.
• A structured approach to prioritization, CRM hygiene, and follow-through, combined with accountability and a collaborative mindset.
• Curiosity about how products work and confidence asking questions, learning new tools, and involving specialists when needed.
• Fluent English and the ability to work from our NYC office 2-3 days per week.

Benefits

• Base salary $110,000–$125,000
• Bonus, depending on final scope and experience
• Flexible work arrangement with 2-3 days per week in the NYC office