Director, Customer Success - Enterprise

WHO WE ARE Trustly’s PayWithMyBank is the leading Online Banking Payments product in the U.S., offering a high-UX conversion, high-payment authorization, low-cost and no-fraud alternative to Visa, MasterCard, American Express, PayPal, et al.  Our customers (e.g., AT&T, eBay, DraftKings, Facebook, FanDuel, MoneyGram, Western Union) offer PayWithMyBank as an online payment method available to customers. We help our consumers deliver on a rich payment experience and grow their profits by increasing transaction volumes and reducing costs.  Consumers love our product because it’s simple and safe. They initiate payments on any device by signing into online banking without leaving the merchant’s site or app – no card or bank account numbers to provide.  We are a diverse and fast-growing team with employees worldwide. Our North American headquarters is located on the liveliest block in downtown San Carlos, CA within walking distance of Caltrain. Our global headquarters is in Stockholm, Sweden with regional offices in the U.K., Germany, Spain, Portugal, Malta, and Brazil.  Our vibe is fast-paced, casual, professional, positive and fun!  ABOUT THE ROLE Trustly is looking for a Director, Customer Success to create deep and impactful relationships with our Enterprise merchants and partners.  The Customer Success team plays an integral role in Trustly’s growth, involved in every step in the post sale process to ensure Customer satisfaction and consumer adoption of Trustly products and services. This is a relationship role where you will be a trusted advisor to the sales team, integrations team and to our merchants and partners. Join this fast growing team and be a big part of Trustly’s continued growth!   WHAT YOU’LL DO  Act as the primary business point of contact for a portfolio of enterprise merchants and serve as a trusted consultant on their behalf  Understand and articulate the merchant’s executive priorities and define initiatives where Trustly’s product offering can drive incremental business value  Analyze and interpret merchant performance (e.g., conversion, share of checkout, FIC connection, net losses)  Assess specific customer issues, conduct operational and financial analysis and produce presentation-ready deliverables that drive key business insights  Drive customer optimization discussions and programs – UX improvements, best practices, benchmarking, A/B testing  Conduct regular business reviews with merchants and internal stakeholders  Work with Sales, Product, Engineering, Business Intelligence and Marketing to ensure deployments lead to sustained customer value and ongoing customer success Collaborate and share customer feedback with internal Product, Engineering, Marketing, and other cross-functional colleagues to enhance ongoing product development efforts  Become an expert on Trustly’s payments and data solutions Build a team of CS Managers to work across accounts  Anticipated travel of 25% WHO YOU ARE   5+ years of successful experience in Customer Success, Project Management, Sales, Integrations Management Consulting or related focus with Enterprise (F500) clients  Experience managing enterprise accounts in eCommerce, Travel, Entertainment, or Delivery Services 2+ years of leadership experience including people management and resource planning to scale a team as needed Ability to successfully manage multiple client interactions, at all levels with high quality and grace under pressure Ability to leverage your business acumen to assess client needs and drive outcomes Extremely data driven; ability to understand data sets and leverage this data to drive customer outcomes and adoption  Excellent collaborator with the skills needed to engage across multiple teams (Product, Engineering, Marketing, Sales, Risk, Support) and multiple geographies to drive the outcomes needed to ensure success  Professional, executive presence internally and externally and ability to navigate those relationships well  Intellectual curiosity, an analytical mindset, and accompanying skills with MS Excel, Access, Powerpoint, and Google Suite to generate deliverables  Advance CRM skills, Salesforce preferred Experience in working with complex technologies (fintech/online payments preferably) Proven success working in a fast-paced, dynamic and rapidly changing startup environment Experience with QlikSense, Tableau, ThinkCell, Python a plus