Customer Success Manager

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. Sales owns 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, Engineering and Data Science.

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 in Model Studio.
• →Deliver product demonstrations, technical training and enablement sessions.
• →Help customers interpret signals, risk scores and analytics, and tune rules and thresholds to improve results.
• →Track adoption and account health, and act early when usage drops or results fall short.
• →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 Data Science 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.
• Spot recurring issues, product gaps and usability problems across your accounts.
• Help improve our onboarding processes as Trustfull scales.

• At least 3 years in Customer Success, Solutions Consulting, Technical Account Management, Implementation 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.

• Experience in fraud prevention, digital identity, fintech, payments, banking or cybersecurity.
• Familiarity with REST APIs, JSON and API testing tools such as Postman.
• Experience with risk scoring, rules engines or decisioning platforms.
• Familiarity with product analytics or SaaS adoption metrics.
• French or Spanish.

Trustfull offers a comprehensive fraud prevention platform powered by open source intelligence. Our suite of AI agents analyzes hundreds of digital signals from users’ phone numbers, emails, IP addresses, and web domains to assess user risk in real time and strengthen KYC, KYB, and AML workflows. Hundreds of clients and partners - including Nexi, Santander, ING, Elavon, Scalapay, Sofinco, AirHelp, Cofidis and Younited - rely on Trustfull's award-winning technology to prevent fraud and build trust across borders. Our HQs are in Milan and our presence across Europe is growing fast. To know more about us, please visit our website: trustfull.com