Senior Customer Success Manager - Financial Services
Trustly · London
Job description
Senior Customer Success Manager - Financial Services
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.
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About the team
The Customer Success Team helps merchants get the most value out of Trustly, driving adoption of our products among their end users. We take a proactive, consultative approach, understanding each merchant's technology and strategy in order to drive mutual success.
About the role The Senior Customer Success Manager will own a portfolio of Trustly's most strategic financial services merchants, with a strong focus on continuously optimising how these merchants use Trustly's products to maximize performance and value.
Financial services merchants operate in a demanding environment: high transaction volumes, tight margins, complex regulatory requirements, and end users who expect seamless, reliable payment experiences. This role is about going beyond maintaining the relationship, proactively identifying where performance can be improved, benchmarking merchants against peers and potential, and driving the changes needed to unlock that value.
The role demands a strong combination of technical and commercial skills, and close collaboration with Sales, Account Management, and Product.
This role is based in either our London or Stockholm office.
What you’ll do
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
Who you are
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
Based in London or Stockholm
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