Client Success Specialist supporting arts and cultural organizations using Spektrix ticketing software. Managing client relationships, resolving issues, and driving platform adoption remotely from British Columbia.
About the role
- Enterprise Customer Success Manager owning strategic accounts for Traild’s AI-powered B2B finance automation platform. Driving retention, expansion, executive value, and customer advocacy across North America.
Responsibilities
- Manage a portfolio of strategic and enterprise-level accounts as their primary point of contact and advocate
- Develop long-term success strategies aligned with customer goals and desired outcomes
- Drive revenue retention and expansion with Sales through upsell and cross-sell opportunities
- Identify at-risk accounts using health, usage, and sentiment signals; lead save plans and track churn reasons
- Plan and deliver Executive Business Reviews and build value narratives for client leadership
- Manage escalations end to end with Engineering and Product and keep stakeholders updated
- Follow up on roadmap commitments and interim fixes with Product and Engineering
- Monitor usage, health, and support activity daily to identify escalation risks
- Share customer-base trends with Product, Support, and Sales
- Turn successful clients into references
- Contribute to documentation and mentor junior team members
Requirements
- 2+ years of experience in a start-up or scale-up, ideally in fintech or payments
- Experience managing high-value accounts ($100K+ ARR) in a customer success, account management, or similar client-facing role
- Strong relationship and stakeholder management skills, including executive presence and C-suite fluency
- Commercial acumen, with a track record of driving retention and expansion
- Ability to turn usage and health data into a clear value narrative for EBRs
- Project management and cross-functional orchestration across Support, Product, Engineering, and Sales
- Ability to work independently, manage your own time, and adapt as the role evolves
- Ability to de-escalate clients and own mistakes rather than assign blame
- Flexibility to take occasional early morning or evening calls with global teams
- Experience in the ERP, accounts payable, or payments space (nice to have)
- Familiarity with Zendesk, HubSpot, Jira, Slack, Confluence, Omni, and Claude (nice to have)
- Transferable skills from project management, onboarding, consulting, or delivery roles welcomed
Benefits
- Remote, hybrid and flexible working options
- Global team across APAC, North America and EMEA
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