Global VP Customer Success

1 week ago

New York, NY, United States Trustpair Full time
Trustpair stops vendor fraud before it happens. We're the automated vendor validation platform protecting 400+ enterprise companies worldwide. Since 2017, finance and procurement teams have used Trustpair to eliminate vendor fraud while reclaiming 90% of the time they once spent on manual checks.

As vendor fraud grows more sophisticated, we stay ahead by combining deep expertise in financial crime with cutting-edge technology. AI isn't a buzzword here, it's embedded in everything we do. From your first week, you'll use AI tools to accelerate your impact, with dedicated training and peer support to help you master them. Our teams have embedded AI into daily work, from automating routine tasks to unlocking strategic insights. The result? Work that used to take hours now takes minutes, and you'll spend more time on what matters.

With offices in New York, Paris, London, and Milan, we're a diverse team united by a bias for action. We ship fast, learn from experiments, and tackle problems that matter: protecting billions in payments for companies worldwide. If you want to see your work make an immediate impact in financial security, Trustpair is built for you.

Learn more about how we use AI in our everyday work.

About the role

We are searching for a Global VP of Customer Success to lead Trustpair's CS organization across the US and EMEA, consisting of around 15 people today. Reporting to our CRO, you'll own the global CSM mandate; shaping strategy, driving operational excellence, and ensuring our teams deliver exceptional client outcomes.

You'll oversee budget, headcount planning, and execution, while acting as a hands-on operator when needed; stepping in on key accounts. Partnering closely with our CSM Team Leads, you'll model best practices for strategic customer management and executive engagement on an international scale.

This position offers the flexibility of a hybrid work model based out of NYC.

Package details: up to $280k OTE depending on experience.

What you'll do:

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.

Strategy & Leadership
  • 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.
Customer Outcomes & Executive Engagement
  • 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).
Team & Org Building
  • 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.
Cross-Functional Influence
  • 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.
Operational Excellence
  • 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).
What's in it for you
  • At Trustpair, we see AI as a tool to save time, sharpen focus, and boost impact. Whether you're already hands-on with AI or eager to learn, you'll join a team that values and encourages AI-driven ways of working
  • A strong product-market fit (nearly no client churn)
  • 60 US clients (& counting) so far including Google, Endeavour, Apollo, Hershey's
  • A growing team of 11 people based in NY/ East Coast
  • Solid client-centric approach and sales consultative approach (value selling)
Why join Trustpair? A list of our perks here

Must-Haves:
  • 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
Recruitment Process
    • First call with Céline (VP People), 30 mins
    • Experience interview with Jeremy (CRO), 1 hour
    • Live case study on site with Jeremy (CRO) and Alex (Cofounder & MD), 1h30
    • Coffee fit with members of our global CSM team, 30 mins
    • Cofounders interview with Baptiste (Cofounder & CEO), 45 mins


Equal Opportunity Statement
Trustpair's policy is to provide equal employment opportunity in all of our employment practices without regard to race, color, religion, sex, national origin, ancestry, marital status, protected veteran status, age, individuals with disabilities, sexual orientation or gender identity or expression or any other legally protected category.

Applicants for all positions in Trustpair must be legally authorized to work in the country which they are applying for or be a citizen from Schengen / EU zone. The verification of employment eligibility will be required as a condition of hire.

Department Customer Locations NYC Remote status Hybrid

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