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About the Role
The Senior Customer Success Manager will own a portfolio of Trustly's most strategic financial services merchants, focusing on optimizing their use of Trustly's products to maximize performance and value. This role requires a blend of technical and commercial skills to address the demanding financial services environment and drive proactive improvements.
Responsibilities
- Owning end-to-end optimization of a portfolio of strategic financial services merchants, continuously identifying opportunities to improve their performance on Trustly
- Conducting rigorous, ongoing data analysis to benchmark merchant performance against peers, historical trends, and potential, and pinpointing where value is being left on the table
- Translating analysis into clear, prioritised recommendations — and owning implementation through to measurable improvement, not just reporting the findings
- Engaging with new and existing merchants to fully understand their needs and constraints, and designing tailored solutions that reflect the regulatory and operational realities of financial services
- Leading technical onboarding for new merchants end to end, including complex, high-value implementations and ramping beyond go-live
- Acting as a point of escalation and technical/commercial authority for complex merchant issues within the financial services vertical
- Partnering closely with Sales, Account Management, and Product to feed merchant and performance insights back into the roadmap
Requirements
- 5+ years of relevant experience in the online payments industry, with strong preference for direct experience in financial services, or at a PSP
- Demonstrated track record of driving measurable performance improvements for merchants or clients through data-led optimisation
- Strong understanding of the commercial and regulatory dynamics specific to remittance, FX, and banking payment flows
- Ability to articulate complex technical information and present confidently to senior merchant and partner stakeholders
- A data-driven approach, with the ability to independently interrogate data to identify and prioritize opportunities
- Strong ability to navigate internally across functions — Commercial, Product, Finance, Legal/Compliance
- Can-do attitude with the ability to find solutions to the most difficult problems
- Proactive, diligent, and able to work autonomously with limited oversight
- SQL, JIRA and Confluence experience preferred
- Comfortable with regular travel within Europe
Skills
- Open Banking Payments
- Data Analysis
- Technical Onboarding
- SQL
- JIRA
- Confluence
Location
- London
- Stockholm
Work Type
- Onsite
Experience Level
- Senior
- 5+ years
About the Company
- Trustly is building a smarter, faster, and more secure financial future by revolutionizing the world of payments.
- Global leader in Open Banking Payments, establishing Pay by Bank as the new standard at checkout.
- Provides unparalleled freedom, speed, and ease to millions of consumers and merchants worldwide.
- Ambition: To build the world’s most disruptive payment network and redefine the payment experience.
- A global team of innovators, collaborators, and doers.
- A dynamic, entrepreneurial, and high-growth environment.
- Transforming the way the world pays.