Full-Time Director of Customer Success & Implementation

TRAILD: Who are we? TRAILD is a dynamic, fast-growing SaaS company streamlining, automating, and protecting Accounts Payable. Just as your bank provides always-on risk protection for your credit card, TRAILD provides a similar level of security for businesses protecting their B2B payments from fraud, errors, and mistakes. Our specialized Accounts Payable software integrates with leading business ERP systems like SYSPRO, Acumatica, MYOB, and EPICOR to help clients streamline, automate, and secure their AP process. We are rapidly growing, so this is an excellent time to join our rocket ship! This role offers the opportunity to impact businesses digitizing their operations with enhanced automation and security.

The Role: Seeking an experienced Director of Customer Support and Implementation to join our dynamic team. Company expansion necessitates leadership to scale the Customer Support and Implementation Team. Ideal candidate possesses a passion for scaling, experience leading and scaling customer support/implementation teams in SaaS/technology organizations, strong interpersonal/communication skills, and a background in a fast-paced, scale-up environment.

1. Own and maintain department metric tracking (e.g., onboarded ARR, ticket resolution rates, onboarding rates) and reporting cadences for the Customer Support and Implementation team.
2. Oversee Customer Success Managers, Customer Support Managers, and Customer Implementation Managers; providing mentorship, setting performance goals, and supporting their professional growth.
3. Take a hands-on approach with customer training and implementations, ongoing support, and troubleshooting, especially for priority customers.
4. Inspire, coach, and mentor EMEA Customer Success team to drive adoption, business outcomes, and long-term value for their customers.
5. Ensure a proactive and consultative approach to customer engagement, driving successful renewals and expansion opportunities.

Who You Are:

• 15+ years of customer support/customer-facing team experience (at least 5 years in B2B technology/SaaS)
• 10+ years of people management experience (managing both small and large teams)
• Experience scaling a Customer Success/Customer Support/Implementation team
• Experience working with multicultural teams
• Experience with ERP or accounting systems (SYSPRO, Acumatica, Epicor, etc.) is a plus
• Experience thriving in a fast-paced startup/scale-up environment
• Strong collaborator with a growth mindset, hands-on execution, adaptability, and scale-up spirit

Location: South Africa, United Kingdom, Spain, Netherlands

Perks of Working at TRAILD:

• Flexibility: Remote, hybrid, and flexible work options
• Global Team: Growing across APAC, NA, and EMEA
• Growth Opportunity: Rocketship environment with excitement and opportunities
• Team Culture: High employee satisfaction (78 eNPS score)

Important Note: Final applicants will be required to consent to a police check/criminal background check, as permitted by law.

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