Trustpair is reinventing B2B payment security. We are building the leading anti-fraud solution for large corporations to help them avoid $20 billion fraud every year. With Trustpair, finance teams work with accurate data to avoid the risk of fraud and proceed to payments with peace of mind.

Trustpair at a glance:

• 200+ companies preventing B2B payment fraud with Trustpair (Airliquide, Generali, Kering)
• A financial technology acclaimed by major banking actors (Société Générale, Natixis, CACIB)
• Enterprise-ready platform connected to market-leading financial softwares (SAP, Kyriba and more)
• €25M raised in Series B to become #1 SaaS platform for third-party risk management
• A team of 100 people and counting either based in Paris or full-remotely

About the role

To support our steady growth, Trustpair is looking for a Head of Customer who is passionate about customer experience and satisfaction, to increase revenue retention and expansion.

Your role will be to train, coach and lead a team of best-in-class Customer Success Managers, Customer Support & Customer Experience Managers, and Account Managers.

Our Customer team is in charge of client onboarding (implementing the solution, training & sharing best practices), product adoption, customer support in high touch mode, customer satisfaction, retention and upsell. The team works with a variety of clients and users from Accounting Managers, to IT, to CFOs, in both domestic and international companies.
 
 

What you'll do:

• Manage your team, creating a strong performance culture through regular 1:1s, team meetings, mentoring sessions, feedback sessions, etc
  
• Develop product usage and adoption, and make sure our clients reach their goals, to drive revenue expansion on existing accounts
  
• Develop common CS / AM strategies and playbooks
  
• Lead by example when necessary by taking a hands-on approach with the most strategic clients, demonstrating to your direct reports what best-in-class looks like both in terms of operational effectiveness and client management
  
• Structure, develop, optimise and continuously refine all relevant processes & methodology, ensuring organisational effectiveness, scalability & customer satisfaction (bonus if you have already used Planhat or a similar CS platform to manage resources & playbooks!)
  
• Adopt a data-driven approach to oversee our growing customer portfolio, identifying risks & opportunities to escalate and prioritize needs internally
  
• Work closely with multiple teams across Trustpair and in particular Product, Engineering, Account Management, Operations & Solution Consultants, to ensure alignment on client needs

What's in it for you 👀

• Be part of a key phase for Trustpair! This role's growing focus incorporates usage & satisfaction but also a revenue dimension
• We have a sound base with a very good level of satisfaction and we need to design new playbooks and collaboration between CS & AM teams
• Global portfolio of clients, including upcoming clients from the US
• A strong team of 9 experienced people to manage
• Solid client NPS that is consistently increasing
• Low client churn 
• Work with Enterprise level clients 
• There is still lots to develop to improve client satisfaction (e.g. client club etc)

Why join Trustpair? A list of our perks here! 

Must-Haves:

• At least 5 years experience in a Head of CSM or AM role managing a team
• Previous experience in a B2B Software / SaaS / Data environment
• Experience working with mid-market or enterprise level clients 
• A focus on revenue: you've held a quota carrying role before and ensure a focus stays on client success resulting in expansion  
• Excellent communication skills in English & French: You're able to converse well with clients and internal stakeholders 
• Resourceful and solution-oriented: You’re autonomous in finding solutions to complex problems, well organised and methodical in your approach
• A 'full-cycle' approach: You enjoy working with clients from onboarding to renewals
• Strong organizational skills with the ability to handle several projects concurrently
• Data driven and analytical: You know how to leverage all internal data resources to measure and track client activity
• You can lead, motivate and managed experienced teams 

NICE TO HAVE

• Experience dealing with enterprise level clients 
• Prior experience in the Fintech sector 
• CSM tools experience (current tool stack: Planhat, Intercom, Front, Modjo…)  

This position is based in Paris with a hybrid remote policy. 

Recruitment process 

• Call with our Aicha, Talent Acquisition (30 mins)
• Experience Interview with Alexandre, Cofounder & Managing Director (1h)
• Case Study on site with our CSO & Alexandre (1h)
• Coffee Fit with Cyrille VP Operations & Yann, Customer Success Team Lead (45 mins) 
• Call with founders: Baptiste, CEO (45 mins)

Equal Opportunity Statement
Trustpair's policy is to provide equal employment opportunity in all of our employment practices without regard to race, color, religion, sex, national origin, ancestry, marital status, protected veteran status, age, individuals with disabilities, sexual orientation or gender identity or expression or any other legally protected category.
Applicants for all positions in Trustpair must be legally authorized to work in the country which they are applying for or be a citizen from Schengen / EU zone. The verification of employment eligibility will be required as a condition of hire.