Senior Customer Success Manager
Trustly
Posted: March 6, 2026
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Quick Summary
We are looking for a highly motivated Senior Customer Success Manager to join our global team, with a strong focus on driving business growth and revenue for our new Pay by Bank service. The ideal candidate will have a proven track record of success in customer success, with excellent communication and negotiation skills. The ideal candidate will be responsible for building and maintaining relationships with key stakeholders, identifying and closing new business opportunities, and ensuring seamless onboarding for our new service.
Required Skills
Job Description
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
Our Fantastic Benefits (varies by location)
🌴 20 to 30 days of holiday to support a healthy work-life balance
🥳 Monthly team outing allowance to enjoy social events with your colleagues
👶 Parental leave top-up additional support for new parents
🥐 Daily breakfast and on-site perks to make your workday smoother
💚 Well being support our health allowance covers gym memberships, massages, and much more to help you feel your best
PLUS additional benefits designed to enhance your work-life experience!
Shape Your Role and Make an Impact
Join a dynamic environment where you can take ownership, drive change, and continuously embrace new challenges. We’re looking for dedicated and highly motivated individuals who thrive in a fast-paced environment and enjoy collaborating across different areas of the organisation.
If your skills and experience align with this role, we’d love to hear from you! Apply now and submit your CV in English.