Senior Manager, Customer Success (12 month Fixed Term Contract)

We are seeking an experienced Senior Manager, Customer Success to lead Trintech’s Enterprise and Commercial Customer Success teams on a 12 month Fixed Term Contract (Maternity Cover). This individual will be responsible for driving customer retention, satisfaction, and growth across both customer segments, while ensuring the delivery of consistent and high-value customer experiences.

The successful candidate will manage a team of approximately 10 Customer Success Managers, overseeing strategies that promote product adoption, advocacy, and long-term customer success. A proven track record in managing customer success organisations, combined with strong leadership, coaching, and cross-functional collaboration skills, is essential.

Candidates must be based in London, able to work from the office 2 days per week, and willing to travel once per quarter for team visits.

What You'Ll Do

Team Leadership & Development

• Lead, coach, and mentor the Enterprise and Commercial Customer Success teams to achieve performance goals and deliver exceptional customer experiences.
• Foster a culture of accountability, collaboration, and continuous improvement.

Customer Lifecycle Management

• Oversee the full customer journey – from onboarding through adoption, renewal, and expansion.
• Ensure CSMs focus on driving value realization, strong product adoption, and measurable outcomes.

Retention & Growth

• Own and drive metrics related to customer retention, renewal, and expansion across Enterprise and Commercial segments.
• Develop and execute retention plans for “at risk” customers.

Customer Advocacy

• Encourage customer advocacy by supporting reference programs, case studies, and reviews.
• Strengthen executive engagement by aligning with Trintech’s Executive Sponsor Programme.

Operational Excellence & Reporting

• Define, monitor, and report on KPIs related to customer health, team performance, and product adoption.
• Drive operational efficiency by optimising processes, tools, and playbooks for scalability.

Cross-Functional Collaboration

• Partner with Sales, Product, Support, Professional Services and Marketing to ensure a seamless and consistent customer experience.
• Act as the voice of the customer, sharing insights and feedback to influence product development and company strategy.

Escalation Management

• Support and guide the resolution of high-impact or executive-level customer issues with sensitivity and urgency.

Who You Are

• Minimum of 5 years’ experience in Customer Success, including at least 3 years managing teams of 10+ within the SaaS/software industry.
• Knowledge of accounting and finance practices is preferred but not essential. 
• Proven ability to lead and scale Customer Success teams across multiple customer segments (Enterprise & Commercial).
• Strong leadership and people management skills with a track record of coaching and developing high-performing teams.
• Data-driven mindset with excellent analytical, reporting, and decision-making skills.
• Exceptional interpersonal, verbal, and written communication skills, with the ability to influence and engage at all levels including executive stakeholders.
• Experience working cross-functionally with Sales, Product, and Support teams.
• Bachelor’s degree in Business, Marketing, or related field preferred.

At our core, Trintechers stand committed to fostering a culture rooted in our core values – Humble, Empowered, Reliable, and Open. Together, these values guide our actions, define our identity, and inspire us to continuously strive for excellence in everything we do. 

Should you require (or need) accommodations throughout any stage of the recruitment process, please provide your requirements to recruiting@trintech.com and we will work with you to accommodate your needs. 

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.