Trintech

Customer Success Manager

• Lead, coach, and develop a high-performing, multi-country Customer Success team across the UK, Ireland, Sweden, Denmark, and Norway.
• Drive customer retention, adoption, and expansion by ensuring the team proactively manages customer health, identifies risks, and uncovers growth opportunities.
• Coach Customer Success Managers to deliver high-value Success Reviews and Executive Business Reviews (QBRs).
• Establish clear team goals, KPIs, and operational rhythms, monitoring performance against customer health, adoption, and customer satisfaction metrics.
• Conduct regular 1:1s, performance reviews, coaching sessions, and development planning to support career growth.
• Partner closely with Sales, Professional Services, Support, Product Management, Finance, and other cross-functional teams.
• Act as an escalation point for complex customer situations, ensuring issues are resolved quickly.
• Oversee customer advocacy initiatives, including NPS and reference programs.
• Champion the adoption of Customer Success best practices, processes, and playbooks.
• Develop a deep understanding of Trintech's products to effectively coach the team and support strategic customer conversations.
• Use customer and operational data to identify trends, forecast risk, measure performance, and inform strategic decisions.

Manager, Customer Success