Customer Success Manager

Traild is a dynamic, fast-growing SaaS company that streamlines, automates and protects Accounts Payable. They are looking for a Customer Success Manager to build strong relationships with clients, ensuring they achieve long-term value and success with the platform.

Responsibilities:

• Serve as the primary point of contact for an assigned portfolio of customers
• Build trusted, strategic relationships with both day-to-day users and executive stakeholders
• Understand customer goals and objectives, ensuring alignment with our solutions and desired outcomes
• Drive product adoption and usage by delivering best practices, training sessions, and enablement resources
• Monitor customer health scores, usage trends, and adoption metrics; take proactive measures to mitigate risks
• Deliver regular business reviews, including Quarterly Business Reviews (QBRs), to demonstrate value and progress
• Identify upsell and cross-sell opportunities, partnering closely with Sales to execute on expansion
• Advocate for customers to participate in reference programs, case studies, and customer advocacy initiatives

Requirements:

• Proven experience in customer success, account management, or a similar client-facing role within SaaS
• Experience supporting customers in the payments, accounts payable, or ERP space
• A track record of driving product adoption, delivering value, and reducing churn
• Strong communication, relationship-building, and stakeholder management skills
• Ability to interpret customer data, understand trends, and act proactively
• Experience delivering QBRs or customer business reviews
• A collaborative approach with willingness to partner across teams such as Sales, Product and Technology
• Problem-solving mindset, resourcefulness, and a drive to continuously improve both customer and internal processes
• An entrepreneurial spirit with adaptability, ownership, and enthusiasm for scale-up life