Customer Success Manager

Trapets is on a mission to help companies fight financial crime. As a market leader in RegTech SaaS, we deliver cutting-edge solutions to the financial industry, enabling compliance with regulations and preventing financial crime. Our platform, Instantwatch, monitors customers' daily operations, ensuring protection against money laundering, fraud, and terrorist financing. We are now seeking an experienced and commercially driven Customer Success Manager to join our Stockholm team and help drive the next phase of our growth.

About the Role at Trapets

As a Customer Success Manager (CSM) at Trapets, you will play a pivotal role in ensuring that our customers derive maximum value from our solutions. You will focus on building long-term success and relationships with key customers, overseeing account governance and expansion strategies. This role requires an understanding of complex B2B relationships and stakeholder management combined with a passion for driving customer success and commercial results.

Role Responsibilities

• Customer Retention: Develop and execute customer retention strategies, ensuring high satisfaction levels and reducing churn. Manage contract negotiations and ensure customers are positioned for continued success.
• Account Management & Expansion: Lead efforts to expand and retain a high-value customer portfolio through proactive engagement and relationship-building. Identify upsell and cross-sell opportunities.
• Customer Onboarding: Oversee smooth onboarding processes for new customers, ensuring seamless transitions from sales to implementation.
• Strategic Leadership: Engage in high-level, strategic discussions with senior stakeholders, aligning customer needs with business outcomes.
• Collaboration Across Teams: Work closely with Solution managers, Sales and Product to align on customer needs, and ensure the delivery of tailored solutions.
• Customer Advocacy: Serve as the "voice of the customer", providing actionable feedback to internal teams to shape future offerings.
• Thought Leadership: Engage customers through workshops, webinars, and other educational forums, providing insights into the latest trends in the industry and best practices for using our solutions.

Qualifications and Experience Required

• B2B Experience: Proven success in managing large B2B accounts, with experience in account management, customer success, and commercial sales. Experience in complex SaaS solutions or financial services is highly desirable.
• Experience with Churn Mitigation & Upselling: You are experienced in driving customer retention while identifying and capitalizing on upsell opportunities to expand customer relationships with a strong commercial mindset.
• Strategic Thinker: You excel at navigating strategic, high-stakes conversations with C-level executives and key stakeholders to align customer needs with business outcomes.
• Customer-focused: With your excellent communication skills, both in English and Swedish, you are adept at managing customer expectations, resolving issues, and building trust with clients.
• An Organized Multitasker: Comfortable managing multiple customers and projects simultaneously, ensuring deadlines and business objectives are consistently met.
• Tools & Technology Savvy: Familiar with CRM systems and customer success platforms to monitor accounts, track interactions, and drive business outcomes

What we offer

Trapets is in a exciting phase in the growing space of regulatory technology. Our company values Engagement, Trust, Growth and Together are our guiding stars to achieve our mission to help businesses with the technology and knowledge needed to fight financial crime. We offer:

• A hybrid workspace with a modern office in central Stockholm
• 50% Remote work Policy
• Frequent office breakfasts
• A wellness allowance of 5 000 SEK per year
• Private medical health care insurance
• Pension plan
• 30 days of holidays per year
• Regular after-work events including off-site activities
• The ability to truly impact and contribute to the growth of Trapets
• Endless learning opportunities via supportive and talented colleagues

Interested?

If you believe you are the right candidate for this exciting career opportunity, please apply today.
If you have questions and/or thoughts, contact Sofia Jonsson by e-mail sofia.jonsson@trapets.com.

About Trapets

Trapets is a fast-growing and value-driven expert company operating in the RegTech industry. With over 20 years in business, we specialize in services and solutions for automatic monitoring and compliance for the global financial industry. We are the market leader in the Nordic region in supervision against money laundering / terrorist financing and supervision of securities trading. Our customer base consists of well-known banks and finance companies in the Nordic region, but also across northern Europe, South America, and Asia. We are around 75 employees and have offices in Stockholm, London, and Hanoi. For more info: www.trapets.com