Trustpair · 2 months ago
Global VP Customer Success
NYC Metro Area
Full-time
Hybrid
Senior Level, Lead/Staff
$0/yr - $280K/yr
10+ years expTrustpair is an automated vendor validation platform protecting enterprise companies from vendor fraud. The Global VP of Customer Success will lead the Customer Success organization, shape strategy, drive operational excellence, and ensure exceptional client outcomes across the US and EMEA.
AccountingCyber SecurityFinanceFinTechFraud DetectionProcurementSoftware
No H1B
U.S. Citizen Only
Responsibilities
Lead and scale Trustpair’s global Customer Success organization across the US & EMEA maximizing retention and expansion (GRR/NRR), deepening adoption with CFOs and Finance leaders, and embedding Trustpair across business units, while building the playbooks, talent, and operating cadence that make these outcomes repeatable
Own global retention and expansion outcomes (GRR/NRR), partnering with Sales/Account Management to drive structured upsell and cross-sell
Define and roll out the scalable customer journey (segmentation, health scoring, time-to-first-value playbooks) with clear role charters and KPIs
Lead annual and quarterly planning for CS: budget, headcount, territory/segment design, and operating cadence
Serve as executive sponsor on a focused set of strategic accounts, ensuring value realization, risk mitigation, and expansion
Establish a repeatable executive communication rhythm (QBRs/steering committees) that ties product adoption to measurable business outcomes
Build up a client advocacy engine (references, communities, case studies, and NPS follow-through)
Build, assess, and scale the CS organization across US & EMEA; develop Team Leads and succession plans, with clear competency frameworks and career paths
Upgrade onboarding to cut ramp time and standardize excellence across regions
Drive a tight Voice-of-Customer loop with Product, Sales, Marketing, and Support; translate insights into roadmap priorities and enablement
Partner with RevOps to improve forecasting accuracy and unify data definitions across systems
Implement performance infrastructure (dashboards, deal/renewal forecasting, risk reviews) visible at SLT level
Build a change-management playbook for complex enterprise transitions (stakeholder maps, communication plans, escalation paths)
Qualification
Required
10 years total experience with 3 years of managerial experience
Track record of scaling and managing distributed teams (multi-time-zone, multi-region)
Proven leadership in Customer Success within B2B SaaS/platform environments
Experience managing both mid-market and enterprise accounts
Change management across transformations, growth, and reorganizations
Deep expertise across the customer lifecycle with strong command of adoption and growth metrics
Demonstrated cross-functional leadership with Product, Sales, and Marketing
Strong ability to operate in multicultural environments across the US and Europe
Demonstrated ability to leverage AI technologies to drive significant impact
Fluent in English, spoken and written
Company
Trustpair
Trustpair eliminates vendor payment fraud with a market leading account validation automation platform
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
$31.07MKey Investors
Tikehau Ace CapitalSAP.iO
2022-10-03Series B· $19.67M
2022-01-01Non Equity Assistance· $5.69M
2020-10-14Non Equity Assistance
Leadership Team
Alexandre Gillier
Co-founder & Managing Director
Simon Elcham
Co-founder and CTO
Recent News
Business Wire
2025-11-24
FF News | Fintech Finance
2025-09-02
Company data provided by crunchbase