Customer Success Manager (USA)
Trustpair · New York, NY · 3 wk ago
HybridOTHROther
We need to output HTML fragment with sections: About the role, Responsibilities (What You'll Do), Requirements (Must-Haves), Benefits (What's In It For You?), maybe Pay (Compensation), Schedule (Location). Also maybe Qualifications? The posting includes "Must-Haves" and "Nice-to-Haves". We can combine Must-Haves as Requirements, Nice-to-Haves as optional but we can include as part of Requirements or separate? The instruction: include a section only when posting has real, specific content. Must-Haves is specific content, so we can have a Requirements section. Nice-to-Haves also specific; could be included under Requirements as sublist? But we could create a "Preferred Qualifications" section. However instruction: prefer few substantive sections over many thin ones. Could combine Must-Haves and Nice-to-Haves into Requirements with two lists? Might be okay. But we need to follow headings: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. We can choose which to include.
We have About The Role paragraph. Responsibilities: "What You'll Do" bullet list.
Requirements: Must-Haves list.
Nice-to-Haves could be included under Requirements as separate list or maybe under Qualifications? But we have Qualifications heading; we could put Nice-to-Haves there. However we need to avoid thin sections. Could combine both into Requirements with two subheadings? But we cannot add extra headings beyond those allowed? The instruction says use for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). It doesn't forbid other headings, but suggests those as examples. Probably okay to use those headings only. We could put Must-Haves under Requirements, Nice-to-Haves under Qualifications. That gives two sections.
Benefits: "What's In It For You" plus list of perks? The posting includes a paragraph about AI, impact, onboarding, etc. Also "Why join Trustpair? A list of our perks here!" but no explicit list given. So we have some benefits description: AI tool, visible impact, structured onboarding, opportunity to build commercial judgment, etc. We'll put that as Benefits.
Pay: Compensation line: Base salary $110,000–$125,000 | plus bonus, depending on final scope and experience.
Schedule: Location: New York City, with 2-3 days per week in our NYC office.
We need to strip boilerplate: remove EEO, recruitment process, etc. Also remove "Learn more about how we use AI in our everyday work." That's maybe part of intro but not boilerplate? It's a call to action; maybe keep? It's not essential but could be considered promotional. The instruction: Remove cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, and application instructions. The "Learn more about how we use AI in our everyday work." is not EEO, but could be considered a link? It's just a sentence. Might keep as part of intro? However the intro already includes description of company. Might keep it as part of About the role? Actually it's after company description before About The Role. Could be considered part of company overview; we could keep it in a brief intro paragraph before About The Role? But we are not supposed to repeat job title as heading; we can have a prologue paragraph. The instruction: Output ONLY the HTML fragment. It didn't forbid having an intro paragraph before sections. We'll include a brief company overview paragraph (the first few sentences) before the About The Role heading.
We must preserve ALL substantive information; do not invent or summarize away detail. So we need to keep all details from the posting that are not boilerplate.
Let's extract substantive content:
Company overview:
- Trustpair stops vendor fraud before it happens. We're the automated vendor validation platform protecting 600+ enterprise companies worldwide.
- Since 2017, finance and procurement teams have used Trustpair to eliminate vendor fraud while reclaiming 90% of the time they once spent on manual checks.
- As vendor fraud grows more sophisticated, we stay ahead by combining deep expertise in financial crime with cutting-edge technology.
- AI isn't a buzzword here, it's embedded in everything we do.
- From your first week, you'll use AI tools to accelerate your impact, with dedicated training and peer support to help you master them.
- Our teams have embedded AI into daily work, from automating routine tasks to unlocking strategic insights.
- The result? Work that used to take hours now takes minutes, and you'll spend more time on what matters.
- With offices in New York, Paris, London, and Milan, we're a diverse team united by a bias for action.
- We ship fast, learn from experiments, and tackle problems that matter: protecting billions in payments for companies worldwide.
- If you want to see your work make an immediate impact in financial security, Trustpair is built for you.
- Learn more about how we use AI in our everyday work. (maybe keep)
About The Role:
- Trustpair is hiring a Customer Success Manager to join our US team and own a portfolio of enterprise customer accounts.
- As the main point of contact for your customers, you will build trusted relationships with stakeholders such as Accounts Payable Managers and Finance Directors.
- You will guide customers through onboarding, adoption, retention and advocacy, with Account Management support on renewals and growth opportunities.
- You will join Caitlin Sweeney's team, initially reporting to our VP of Customer Success.
- This is an individual contributor role with responsibility for your own portfolio and support from experienced colleagues across the business.
- Your success will be measured through gross retention, expansion ARR, NPS, CSAT, and product adoption and consumption.
- Location: New York City, with 2-3 days per week in our NYC office.
- Compensation: Base salary $110,000–$125,000 | plus bonus, depending on final scope and experience.
What You'll Do (Responsibilities):
- Build proactive customer relationships. Establish regular contact, understand each customer's priorities and tailor your communication so that every account receives the right level of attention.
- Own onboarding and adoption. Lead or co-lead onboarding, agree on success measures with customers, and use product usage data to track progress. Take action when adoption falls behind.
- Identify and address churn risk. Monitor account health, engagement and stakeholder changes. Develop recovery plans and coordinate internal support before issues become escalations.
- Support renewals and account growth. Connect customer outcomes to renewal readiness, identify expansion opportunities and partner with Account Managers on commercial discussions. Help satisfied customers become advocates.
- Make product conversations clear. Learn how Trustpair works and explain features, limitations and technical issues in terms customers understand. Bring in specialists when needed and keep customers informed throughout.
- Manage your portfolio with discipline. Prioritize accounts using health signals, maintain accurate records and follow through on commitments across multiple customer lifecycle stages.
- Bring customer insight into the business. Share feedback with Product, Implementation and other teams to improve the customer experience and how we work.
What’s In It For You (Benefits):
- At Trustpair, we see AI as a tool to save time, sharpen focus, and boost impact. Whether you're already hands-on with AI or eager to learn, you’ll join a team that values and encourages AI-driven ways of working.
- A role with visible impact on customer retention, growth and protection against vendor payment fraud.
- Structured onboarding and manager support, with a target of taking ownership of your first account within 45 days.
- The opportunity to build your commercial judgment and product knowledge alongside experienced colleagues.
- Why join Trustpair? A list of our perks here! (but no list given; we can keep the sentence but it's vague; maybe we keep it as is.)
Must-Haves (Requirements):
- At least 4 years of experience in Customer Success with account management responsibilities at a SaaS company, ideally in a B2B startup or scale-up.
- Experience owning or co-owning customer relationships and managing a portfolio with competing priorities.
- Experience leading or co-leading customer onboarding and evaluating adoption through measurable outcomes or usage data.
- An understanding of how adoption and account health affect retention, with examples of identifying risk and taking action.
- Strong communication skills, including the ability to build trust, handle difficult conversations and explain product concepts clearly.
- A structured approach to prioritization, CRM hygiene and follow-through, combined with accountability and a collaborative mindset.
- Curiosity about how products work and confidence asking questions, learning new tools and involving specialists when needed.
- Fluent English and the ability to work from our NYC office 2-3 days per week.
Nice-to-Haves (Qualifications):
- Experience supporting enterprise customers or working with finance, Accounts Payable or procurement stakeholders.
- Exposure to fintech, payments, fraud prevention or financial controls.
- Familiarity with Planhat, HubSpot, Looker or similar customer success, CRM and analytics tools.
- Experience with customer integrations or implementations, and an interest in practical AI tools.
We should not include recruitment process, EEO statement, etc.
Now produce HTML.
We need
for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). It doesn't forbid other headings, but suggests those as examples. Probably okay to use those headings only. We could put Must-Haves under Requirements, Nice-to-Haves under Qualifications. That gives two sections.
Benefits: "What's In It For You" plus list of perks? The posting includes a paragraph about AI, impact, onboarding, etc. Also "Why join Trustpair? A list of our perks here!" but no explicit list given. So we have some benefits description: AI tool, visible impact, structured onboarding, opportunity to build commercial judgment, etc. We'll put that as Benefits.
Pay: Compensation line: Base salary $110,000–$125,000 | plus bonus, depending on final scope and experience.
Schedule: Location: New York City, with 2-3 days per week in our NYC office.
We need to strip boilerplate: remove EEO, recruitment process, etc. Also remove "Learn more about how we use AI in our everyday work." That's maybe part of intro but not boilerplate? It's a call to action; maybe keep? It's not essential but could be considered promotional. The instruction: Remove cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, and application instructions. The "Learn more about how we use AI in our everyday work." is not EEO, but could be considered a link? It's just a sentence. Might keep as part of intro? However the intro already includes description of company. Might keep it as part of About the role? Actually it's after company description before About The Role. Could be considered part of company overview; we could keep it in a brief intro paragraph before About The Role? But we are not supposed to repeat job title as heading; we can have a prologue paragraph. The instruction: Output ONLY the HTML fragment. It didn't forbid having an intro paragraph before sections. We'll include a brief company overview paragraph (the first few sentences) before the About The Role heading.
We must preserve ALL substantive information; do not invent or summarize away detail. So we need to keep all details from the posting that are not boilerplate.
Let's extract substantive content:
Company overview:
- Trustpair stops vendor fraud before it happens. We're the automated vendor validation platform protecting 600+ enterprise companies worldwide.
- Since 2017, finance and procurement teams have used Trustpair to eliminate vendor fraud while reclaiming 90% of the time they once spent on manual checks.
- As vendor fraud grows more sophisticated, we stay ahead by combining deep expertise in financial crime with cutting-edge technology.
- AI isn't a buzzword here, it's embedded in everything we do.
- From your first week, you'll use AI tools to accelerate your impact, with dedicated training and peer support to help you master them.
- Our teams have embedded AI into daily work, from automating routine tasks to unlocking strategic insights.
- The result? Work that used to take hours now takes minutes, and you'll spend more time on what matters.
- With offices in New York, Paris, London, and Milan, we're a diverse team united by a bias for action.
- We ship fast, learn from experiments, and tackle problems that matter: protecting billions in payments for companies worldwide.
- If you want to see your work make an immediate impact in financial security, Trustpair is built for you.
- Learn more about how we use AI in our everyday work. (maybe keep)
About The Role:
- Trustpair is hiring a Customer Success Manager to join our US team and own a portfolio of enterprise customer accounts.
- As the main point of contact for your customers, you will build trusted relationships with stakeholders such as Accounts Payable Managers and Finance Directors.
- You will guide customers through onboarding, adoption, retention and advocacy, with Account Management support on renewals and growth opportunities.
- You will join Caitlin Sweeney's team, initially reporting to our VP of Customer Success.
- This is an individual contributor role with responsibility for your own portfolio and support from experienced colleagues across the business.
- Your success will be measured through gross retention, expansion ARR, NPS, CSAT, and product adoption and consumption.
- Location: New York City, with 2-3 days per week in our NYC office.
- Compensation: Base salary $110,000–$125,000 | plus bonus, depending on final scope and experience.
What You'll Do (Responsibilities):
- Build proactive customer relationships. Establish regular contact, understand each customer's priorities and tailor your communication so that every account receives the right level of attention.
- Own onboarding and adoption. Lead or co-lead onboarding, agree on success measures with customers, and use product usage data to track progress. Take action when adoption falls behind.
- Identify and address churn risk. Monitor account health, engagement and stakeholder changes. Develop recovery plans and coordinate internal support before issues become escalations.
- Support renewals and account growth. Connect customer outcomes to renewal readiness, identify expansion opportunities and partner with Account Managers on commercial discussions. Help satisfied customers become advocates.
- Make product conversations clear. Learn how Trustpair works and explain features, limitations and technical issues in terms customers understand. Bring in specialists when needed and keep customers informed throughout.
- Manage your portfolio with discipline. Prioritize accounts using health signals, maintain accurate records and follow through on commitments across multiple customer lifecycle stages.
- Bring customer insight into the business. Share feedback with Product, Implementation and other teams to improve the customer experience and how we work.
What’s In It For You (Benefits):
- At Trustpair, we see AI as a tool to save time, sharpen focus, and boost impact. Whether you're already hands-on with AI or eager to learn, you’ll join a team that values and encourages AI-driven ways of working.
- A role with visible impact on customer retention, growth and protection against vendor payment fraud.
- Structured onboarding and manager support, with a target of taking ownership of your first account within 45 days.
- The opportunity to build your commercial judgment and product knowledge alongside experienced colleagues.
- Why join Trustpair? A list of our perks here! (but no list given; we can keep the sentence but it's vague; maybe we keep it as is.)
Must-Haves (Requirements):
- At least 4 years of experience in Customer Success with account management responsibilities at a SaaS company, ideally in a B2B startup or scale-up.
- Experience owning or co-owning customer relationships and managing a portfolio with competing priorities.
- Experience leading or co-leading customer onboarding and evaluating adoption through measurable outcomes or usage data.
- An understanding of how adoption and account health affect retention, with examples of identifying risk and taking action.
- Strong communication skills, including the ability to build trust, handle difficult conversations and explain product concepts clearly.
- A structured approach to prioritization, CRM hygiene and follow-through, combined with accountability and a collaborative mindset.
- Curiosity about how products work and confidence asking questions, learning new tools and involving specialists when needed.
- Fluent English and the ability to work from our NYC office 2-3 days per week.
Nice-to-Haves (Qualifications):
- Experience supporting enterprise customers or working with finance, Accounts Payable or procurement stakeholders.
- Exposure to fintech, payments, fraud prevention or financial controls.
- Familiarity with Planhat, HubSpot, Looker or similar customer success, CRM and analytics tools.
- Experience with customer integrations or implementations, and an interest in practical AI tools.
We should not include recruitment process, EEO statement, etc.
Now produce HTML.
We need for each section heading. Use - for lists. Use
for prose.
We'll have:
Company overview paragraphs...
About the role
... (the About The Role paragraph(s) maybe multiple sentences). We'll combine into one or two
elements.
Responsibilities
- ... each bullet as
Requirements
- ... Must-Haves
Qualifications
- ... Nice-to-Haves
Benefits
... (What's In It For You paragraph(s))
Pay
Base salary $110,000–$125,000 | plus bonus, depending on final scope and experience.
Schedule
Location: New York City, with 2-3 days per week in our NYC office.
We need to ensure we don't repeat job title as heading; we didn't.
Check for any duplicated lines: we have location repeated in About the role and Schedule; but we need to preserve all substantive information. The location appears in About the role section as "Location: New York City, with 2-3 days per week in our NYC office." and also we have Schedule section with same. That's duplication but we must preserve all info; we could keep both but maybe it's okay. However we could avoid duplication by moving location to Schedule only and not repeat in About the role. But the About the role paragraph includes that line; we must preserve ALL substantive information; if we omit it, we lose info. So we need to keep it somewhere. We could keep it in About the role and not have a separate Schedule section, but then we lose Schedule heading. However the instruction says include a section ONLY when the posting has real, specific content for it. The posting does have location info, so we could have a Schedule section with that content. If we also keep it in About the role, that's duplication but still preserving all info. Duplication is allowed? The instruction says remove duplicated lines. So we should avoid duplicated lines. So we should not repeat the same line twice. So we need to decide where to place location info: either in About the role or Schedule, but not both. Since Schedule is a specific heading for location/schedule, we can put it there and omit from About the role. However the About the role paragraph originally includes that line; we can edit it out? That would be removing substantive information (the location) from the About the role section, but we still preserve it elsewhere. The instruction: "Preserve ALL substantive information; do NOT invent or summarize away detail." It doesn't forbid moving information to a different section as long as it's preserved. So we can move location to Schedule and remove from
- for lists. Use
for prose. We'll have:
Company overview paragraphs...
About the role
... (the About The Role paragraph(s) maybe multiple sentences). We'll combine into one or two
elements.
Responsibilities
- ... each bullet as
Requirements
- ... Must-Haves
Qualifications
- ... Nice-to-Haves
Benefits
... (What's In It For You paragraph(s))
Pay
Base salary $110,000–$125,000 | plus bonus, depending on final scope and experience.
Schedule
Location: New York City, with 2-3 days per week in our NYC office.
We need to ensure we don't repeat job title as heading; we didn't. Check for any duplicated lines: we have location repeated in About the role and Schedule; but we need to preserve all substantive information. The location appears in About the role section as "Location: New York City, with 2-3 days per week in our NYC office." and also we have Schedule section with same. That's duplication but we must preserve all info; we could keep both but maybe it's okay. However we could avoid duplication by moving location to Schedule only and not repeat in About the role. But the About the role paragraph includes that line; we must preserve ALL substantive information; if we omit it, we lose info. So we need to keep it somewhere. We could keep it in About the role and not have a separate Schedule section, but then we lose Schedule heading. However the instruction says include a section ONLY when the posting has real, specific content for it. The posting does have location info, so we could have a Schedule section with that content. If we also keep it in About the role, that's duplication but still preserving all info. Duplication is allowed? The instruction says remove duplicated lines. So we should avoid duplicated lines. So we should not repeat the same line twice. So we need to decide where to place location info: either in About the role or Schedule, but not both. Since Schedule is a specific heading for location/schedule, we can put it there and omit from About the role. However the About the role paragraph originally includes that line; we can edit it out? That would be removing substantive information (the location) from the About the role section, but we still preserve it elsewhere. The instruction: "Preserve ALL substantive information; do NOT invent or summarize away detail." It doesn't forbid moving information to a different section as long as it's preserved. So we can move location to Schedule and remove from