Senior Customer Success Manager

WHO WE ARE At Trustly, we're building a smarter, faster, and more secure financial future by revolutionizing the world of payments. As a global leader in Open Banking Payments, we are establishing Pay by Bank as the new standard at checkout, providing unparalleled freedom, speed, and ease to millions of consumers and merchants worldwide. Our Ambition: To build the world’s most disruptive payment network and redefine what the payment experience should feel like. Trustly is a global team of innovators, collaborators, and doers.  If you are driven by a strong sense of purpose and thrive in a dynamic, entrepreneurial, and high-growth environment, join us and be part of a team that’s transforming the way the world pays. About the Team The Customer Success Team's goal is to ensure that merchants get the most value out of Trustly in order to drive the adoption of Trustly’s products amongst their end users. We aim to achieve this by taking a proactive approach to fully understanding merchants' requirements and processes to consult on the best way that Trustly can be configured and implemented to meet their needs. About the Role The Customer Success Manager role is responsible for a portfolio of merchants, ensuring that we are doing everything to support our merchants in getting the maximum value out of Trustly's products and services. The role demands a combination of both technical and commercial skills to really understand merchants' requirements and see how that matches up with Trustly's current and future capabilities. Close internal interaction with our Sales and Account Management teams, as well as other teams within Trustly will be key to achieving the team's goals. However, the role won't be limited to working with other teams within Trustly, but also forming close relationships with our merchants so that we can develop them into a long-term partner rather than just being a supplier. What you'll do

Optimizing the merchant experience with Trustly

Engage with new and existing merchants to fully understand their needs from a payment product, and design and present a solution for them

Support the technical onboarding process for new merchants end to end

Identify and drive performance improvements for existing merchants through rigorous data analysis

Analysing product performance data from our merchants, making recommendations, and overseeing the implementation

Being able to identify where there are product performance gaps versus benchmarks

Analysis alone will not be sufficient, but also deriving clear recommendations will be key to unlocking "trapped" value from our merchants

Who you are

4+ years of relevant experience in the online payments industry, preferably within the E-com, financial services, or at a PSP

Ability to articulate complex technical information and presenting to merchants and partners

A data driven approach and the ability to leverage data to identify and drive opportunities

Able to navigate internally between various functions and teams, from Commercial to Product to Finance 

Can-do attitude with the ability to find solutions to the most difficult problems

Proactive and diligent approach to work

SQL, JIRA and Confluence experience is preferred

Comfortable with regular travel within Europe