Manager, Customer Success

Trintech

Manager of Customer Success leading geographically distributed team in EMEA at an AI-driven Fintech organization. Focusing on customer retention, product adoption, and exceptional customer experience across multiple countries.

Posted 8/1/2026full-time🇸🇪 SwedenMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in leading and developing high-performing Customer Success teams, driving customer retention, adoption, and satisfaction through proactive engagement and data-driven decision-making. Proficient in stakeholder management and coaching, with a strong focus on performance metrics and operational excellence.

Highest-signal resume keywords

Customer Success LeadershipCustomer Retention StrategiesStakeholder ManagementData-Driven Decision MakingCoaching and Development

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer SuccessAccount ManagementCustomer Lifecycle ManagementPerformance ManagementProject Management

Soft Skills

Excellent CommunicationPresentation SkillsOrganizational SkillsProblem-Solving Abilities

Tools & Technologies

GainsightSalesforcePower BIPendo

Industry Keywords

SaaSCustomer HealthNPSExecutive Business ReviewsCross-Functional Collaboration

About the role

Key responsibilities & impact

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.

Requirements

What you’ll need

5+ years' experience in Customer Success, Account Management, or a customer-facing SaaS environment.
2+ years' experience leading, coaching, and developing high-performing Customer Success or Account Management teams.
Demonstrated success driving customer retention, product adoption, customer satisfaction, and revenue growth through proactive customer engagement.
Passion for developing people through structured coaching, regular feedback, career development, and performance management.
Experience building relationships with senior stakeholders, including Finance, IT, and executive-level customer contacts.
Strong commercial acumen with an understanding of customer lifecycle management, renewals, expansion opportunities, and customer health.
Excellent communication, presentation, and stakeholder management skills.
Highly organised with strong project management, prioritisation, and problem-solving abilities.
Comfortable using data to drive decisions and measure team performance.
Experience with Customer Success platforms and business systems such as Gainsight, Salesforce, Power BI, and Pendo.
Experience leading distributed or international teams is highly desirable.
SaaS experience is essential; experience within Finance, Accounting, or Office of the CFO solutions is advantageous.
Salesforce experience preferred.

Benefits

Comp & perks

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