Customer Success Manager

Trintech is an award-winning AI driven Fintech SaaS organisation and we are seeking a Mid-Market Customer Success Manager to own a high-volume portfolio of Commercial-segment customers across the Nordics. This is a newly opened seat on our Nordic CS team, picking up a substantial part of the book of business previously managed by one of our most experienced CSMs — a portfolio spanning banking, retail, real estate, construction, and industrial manufacturing customers across Sweden and Norway. You will bring the same customer obsession as our Enterprise team, but at scale: managing dozens of relationships in parallel, and using data, playbooks, and repeatable programs so that no account is ever a surprise. If you thrive on variety, love bringing structure to a large portfolio, and want to build out the Commercial CS motion in the Nordics from a proven foundation, this role was written for you.

Who You Are

• You have 1-2 years of Customer Success, account management, or client-facing SaaS experience, ideally supporting a high-volume, multi-account portfolio rather than a small number of strategic names
• You are professionally fluent in Norwegian and Swedish (required) - the majority of your portfolio is based in Sweden and working knowledge of Norwegian is a strong plus given your base in Norway; you are fully fluent in English .
• You are commercially aware - you understand NRR and GRR at a portfolio level, and you know how to prioritise your time across large scale mid-market accounts to protect the ones most at risk while still finding room to grow others
• You are structured and process-driven . With a large book of business, you rely on health scores, segmentation, and repeatable playbooks , not memory or gut feel to know where to focus each week
• You are a confident, adaptable communicator who can move from a quick transactional check-in with one customer to a value-focused business review with another, often in the same day
• You build relationships efficiently & you know how to multi-thread a mid-market account without the luxury of unlimited face time
• You have an interest in Finance, Accounting, or financial close processes, or the curiosity to build that fluency quickly
• Familiarity with Gainsight and Salesforce is a strong advantage and comfort working at pace inside a CS platform and CRM is essential for a portfolio this size

What You''ll Do

• Own the full customer lifecycle : onboarding, adoption, retention, and expansion for a portfolio of approximately 60+ Mid-Market/Commercial accounts across Sweden and Norway
• Operationalise Customer Success at scale by deploying standardised Success Plans and Playbooks for your segment
• Run right-sized Success Reviews across your portfolio, connecting product usage to business outcomes in a cadence and format built for mid-market accounts rather than a full C-suite EBR
• Proactively manage account health in Gainsight / Pendo using segmentation and risk triggers to flag and resolve risk early, and escalating with clear context and a recommended path forward when a playbook alone won't solve it
• Identify and progress expansion opportunities across your book, partnering with Sales to convert them, even where individual deals are smaller than an Enterprise expansion
• Build a bench of advocates across your portfolio — references, reviews, and case studies - drawing on the diversity of industries in your book, including banking, retail, real estate, construction, and manufacturing
• Act as the Voice of the Customer for the Commercial segment, feeding structured, portfolio-level insight ; not just single-account anecdotes to Product and Sales

What Success Looks Like in Year One

• You are consistently meeting or exceeding retention targets across your full portfolio
• Every account in your book is segmented, health-scored, and covered by an active playbook or Success Plan for the highest segments
• You have contributed a meaningful number of expansions despite the smaller average deal size in your segment
• At least five of your accounts are active customer advocates
• You have built trusted relationships across your Swedish- and Norwegian-speaking customer base, using local language as a genuine differentiator

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.

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