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

Trintech is seeking an experienced Senior Manager, Customer Success to lead Enterprise and Commercial Customer Success teams on a 12-month Fixed Term Contract (Maternity Cover). This role is based in London with the requirement to work from the office 2 days per week and occasional travel (approximately once per quarter).

Responsibilities

• 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.
• Oversee the full customer lifecycle – onboarding through adoption, renewal, and expansion.
• Ensure Customer Success Managers focus on driving value realization, strong product adoption, and measurable outcomes.
• Own and drive metrics related to customer retention, renewal, and expansion across Enterprise and Commercial segments; develop retention plans for at‑risk customers.
• Encourage customer advocacy by supporting reference programs, case studies, and reviews; align with Trintech’s Executive Sponsor Programme.
• 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.
• Partner with Sales, Product, Support, Professional Services and Marketing to ensure a seamless and consistent customer experience; act as the voice of the customer and share insights to influence product development and company strategy; support the resolution of high-impact or executive-level customer issues with sensitivity and urgency.

Qualifications

• 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.

Location details: London, United Kingdom. Must be able to work from the office 2 days per week and travel once per quarter for team visits.

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

Accommodations: If you require 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.