Manager, Customer Success

Description Trintech is an award winning AI-driven Fintech SaaS organisation and we are seeking a customer-centric, inspiring, and commercially minded Manager of Customer Success to lead our EMEA Mid-Market & Commercial Customer Success team. In this role, you will lead a high-performing, geographically distributed team across the UK, Ireland, Sweden, Denmark, and Norway, driving customer retention, product adoption, expansion opportunities, and long-term customer success. You'll coach and develop Customer Success Managers while partnering closely with Sales, Professional Services, Support, Product, and Finance to deliver an exceptional customer experience throughout the customer lifecycle. This is an exciting opportunity for an experienced people leader who is passionate about developing talent, building scalable customer success practices, and delivering measurable business outcomes. What you'll do Lead, coach, and develop a high-performing, multi-country Customer Success team across the UKI and Nordics, fostering a culture of accountability, collaboration, continuous improvement, and customer obsession. Drive customer retention, adoption, and expansion by ensuring the team proactively manages customer health, identifies risks, and uncovers growth opportunities. Coach Customer Success Managers to deliver high-value Success Reviews and Executive Business Reviews (QBRs) that demonstrate business value and strengthen executive relationships. Establish clear team goals, KPIs, and operational rhythms, monitoring performance against customer health, renewal, NRR, adoption, and customer satisfaction metrics. Conduct regular 1:1s, performance reviews, coaching sessions, and development planning to support career growth and build future leadership capability within the team. Partner closely with Sales, Professional Services, Support, Product Management, Finance, and other cross-functional teams to deliver a seamless customer experience and drive successful customer outcomes. Act as an escalation point for complex customer situations, ensuring issues are resolved quickly while maintaining strong customer relationships. Oversee customer advocacy initiatives, including NPS and reference programs, using customer feedback and insights to continuously improve the customer experience. Champion the adoption of Customer Success best practices, processes, and playbooks, driving operational excellence and scalability across the team. Develop a deep understanding of Trintech's products and the Office of the CFO landscape to effectively coach the team and support strategic customer conversations. Use customer and operational data to identify trends, forecast risk, measure performance, and inform strategic decisions. Who you are 5+ years' experience in Customer Success, Account Management, or a customer-facing SaaS environment. 2+ years' experience leading, coaching, and developing high-performing Customer Success or Account Management teams. Demonstrated success driving customer retention, product adoption, customer satisfaction, and revenue growth through proactive customer engagement. Passion for developing people through structured coaching, regular feedback, career development, and performance management. Experience building relationships with senior stakeholders, including Finance, IT, and executive-level customer contacts. Strong commercial acumen with an understanding of customer lifecycle management, renewals, expansion opportunities, and customer health. Excellent communication, presentation, and stakeholder management skills. Highly organised with strong project management, prioritisation, and problem-solving abilities. Comfortable using data to drive decisions and measure team performance. Experience with Customer Success platforms and business systems such as Gainsight, Salesforce, Power BI, and Pendo. Experience leading distributed or international teams is highly desirable. SaaS experience is essential; experience within Finance, Accounting, or Office of the CFO solutions is advantageous. Salesforce experience 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. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin or disability.