Customer Success Manager

About Trustfull

Trustfull is the Digital Risk Intelligence Platform. We help banks, fintechs and enterprises prevent fraud and make better risk decisions in real time.

We collect digital signals ourselves from open sources and turn them into decisions through configurable risk models, analytics and automated monitoring agents. The platform includes Model Studio, Risk Analytics, Links Analysis and Trust Agents, plus ready-made models to prevent a wide range of online fraud cases.

As we expand across Europe, we're hiring a Customer Success Manager to help our customers get measurable results from the platform.

About the role

We're looking for a technically minded Customer Success Manager who enjoys understanding how complex products work and helping customers get results from them.

This is a technical, product-focused role rather than a commercial account management one. You will own onboarding, adoption and the technical health of your accounts. While sales handle commercial negotiation you will partner with them on renewals and expansion by showing the value customers get from the platform.

You will become an expert on the Trustfull platform, helping customers integrate, configure and adopt it, working closely with Product and Engineering.

You will also be the link between customers and Product, turning real-world feedback into product improvements.

• Lead onboarding and implementation for new customers, from the Sales handover to first production traffic.

• Help customers integrate our APIs and configure risk models and rules.
• Deliver product demonstrations, technical training and enablement sessions.
• Track adoption and account health, and act early when usage drops and spot recurring issues.
• Support proofs of concept on the technical side, from setup and data analysis to presenting results.
• Develop deep expertise across the Trustfull platform, APIs, models and use cases.
• Investigate customer questions and product-related issues, coordinating with Engineering and Product when necessary.
• Contribute to product documentation and best practices.
• Collect and structure customer feedback, and turn it into clear, prioritized input for the Product team.
• Work with Product and Engineering on feature validation, testing and release readiness.
• Shape how customers experience the platform and influence what we build next.

Requirements

• At least 3 years in Customer Success, Product management, Technical Account Management or a similar role at a B2B SaaS company.

• Strong understanding of API-based products, and comfortable working with technical documentation and data.
• Strong analytical and problem-solving skills, and the ability to explain complex technical concepts simply.
• Experience working with Product Managers and Engineering teams.
• Clear communication with both technical and non-technical stakeholders.
• Fluent written and spoken English, and professional working proficiency in Italian.
• Based in Milan or willing to relocate.
• Willing to travel occasionally to customer sites in Europe.

Nice to Have

• Experience in fraud prevention, digital identity, fintech, payments, banking or cybersecurity.
• Experience with risk scoring, rules engines or decisioning platforms.
• French or Spanish speaker.

Compensation

• Competitive compensation package, with an indicative gross annual salary (RAL) of €30,000-€40,000, depending on experience and qualifications.

Benefits

• Private Health Insurance
• Paid Time Off
• Hybrid work solution 40% from home
• Training & Development