Trintech is an award-winning AI driven Fintech SaaS organisation and we are seeking a Mid-Market Customer Success Manager to own a high-volume portfolio of Commercial-segment customers across the Nordics. This is a newly opened seat on our Nordic CS team, picking up a substantial part of the book of business previously managed by one of our most experienced CSMs — a portfolio spanning banking, retail, real estate, construction, and industrial manufacturing customers across Sweden and Norway. You will bring the same customer obsession as our Enterprise team, but at scale: managing dozens of relationships in parallel, and using data, playbooks, and repeatable programs so that no account is ever a surprise. If you thrive on variety, love bringing structure to a large portfolio, and want to build out the Commercial CS motion in the Nordics from a proven foundation, this role was written for you. 

Who You Are 

• You have 1-2 years of Customer Success, account management, or client-facing SaaS experience, ideally supporting a high-volume, multi-account portfolio rather than a small number of strategic names 

• You are professionally fluent in Norwegian and Swedish (required) - the majority of your portfolio is based in Sweden and working knowledge of Norwegian is a strong plus given your base in Norway; you are fully fluent in English.  

• You are commercially aware - you understand NRR and GRR at a portfolio level, and you know how to prioritise your time across large scale mid-market accounts to protect the ones most at risk while still finding room to grow others 

• You are structured and process-driven. With a large book of business, you rely on health scores, segmentation, and repeatable playbooks, not memory or gut feel to know where to focus each week 

• You are a confident, adaptable communicator who can move from a quick transactional check-in with one customer to a value-focused business review with another, often in the same day 

• You build relationships efficiently & you know how to multi-thread a mid-market account without the luxury of unlimited face time 

• You have an interest in Finance, Accounting, or financial close processes, or the curiosity to build that fluency quickly 

• Familiarity with Gainsight and Salesforce is a strong advantage and comfort working at pace inside a CS platform and CRM is essential for a portfolio this size 

What You''ll Do 

• Own the full customer lifecycle: onboarding, adoption, retention, and expansion for a portfolio of approximately 60+ Mid-Market/Commercial accounts across Sweden and Norway 

• Operationalise Customer Success at scale by deploying standardised Success Plans and Playbooks for your segment 

• Run right-sized Success Reviews across your portfolio, connecting product usage to business outcomes in a cadence and format built for mid-market accounts rather than a full C-suite EBR 

• Proactively manage account health in Gainsight / Pendo using segmentation and risk triggers to flag and resolve risk early, and escalating with clear context and a recommended path forward when a playbook alone won't solve it 

• Identify and progress expansion opportunities across your book, partnering with Sales to convert them, even where individual deals are smaller than an Enterprise expansion 

• Build a bench of advocates across your portfolio — references, reviews, and case studies - drawing on the diversity of industries in your book, including banking, retail, real estate, construction, and manufacturing 

• Act as the Voice of the Customer for the Commercial segment, feeding structured, portfolio-level insight; not just single-account anecdotes to Product and Sales 

What Success Looks Like in Year One 

• You are consistently meeting or exceeding retention targets across your full portfolio 

• Every account in your book is segmented, health-scored, and covered by an active playbook or Success Plan for the highest segments 

• You have contributed a meaningful number of expansions despite the smaller average deal size in your segment 

• At least five of your accounts are active customer advocates 

• You have built trusted relationships across your Swedish- and Norwegian-speaking customer base, using local language as a genuine differentiator