TRAILD: Who are we?
TRAILD is a dynamic, fast-growing SaaS company that streamlines, automates and protects Accounts Payable.
Just as your bank provides always on risk protection for your credit card, TRAILD provides a similar level of security to help businesses protect their B2B payments from fraud, errors and mistakes.
Our specialised Accounts Payable software integrates with leading business ERP systems like SYSPRO, Acumatica, MYOB, and EPICOR to help clients make their AP process more streamlined, automated and secure.
We have a rapidly growing client base, so you are about to board the rocket ship at the right time. This is an opportunity to make a real impact and with your help we can support more businesses digitise their existing operations with enhanced automation and security.
Hear how TRAILD customers speak about us here.
The Role: Want to be a part of our exciting growth journey?
We are seeking an experienced Director of Customer Support and Implementation to join our talented and dynamic team. As our company continues to expand into international markets, we need someone with a genuine passion for scaling and growing a Customer Support and Implementation Team.
The ideal candidate will have a strong background in leading and scaling Customer Support and Implementation teams within SaaS/technology organizations, excellent interpersonal and communication skills, and prior experience in a fast-paced, scale-up environment.
Key Responsibilities
Own and maintain the Department metric tracking, (such as onboarded ARR, ticket resolution rates and onboarding rates) and reporting cadences for the Customer Support and Implementation team, including defining future KPIs as the business evolves.
Oversee a team of Customer Success Managers, Customer Support Managers and Customer Implementation Managers, providing mentorship, setting performance goals, and supporting their professional growth.
Take a hands-on approach with customer training and implementations, ongoing support and troubleshooting, especially with priority customers.
Inspire, coach and mentor our Customer Success team in EMEA to drive adoption, business outcomes, and long-term value for their customers
Ensure a proactive and consultative approach to customer engagement, driving successful renewals and expansion opportunities
Who You Are: (include required qualifications, experience, education)
15+ years of experience supporting customers and leading customer-facing teams (at least 5 years within a B2B technology/Saas company)
10+ years in people management (both small and large teams)
Prior experience scaling a Customer Success/ Customer Support/Implementation team
Experience working with multi-cultural teams
Experience with ERP or accounting systems (eg. SYSPRO, Acumatica, Epicor) is a plus
Prior experience thriving in a fast-paced startup/scale up environment
Strong collaborator with an attitude embracing growth, hands-on execution, adaptability, and the scale-up spirit.
The Perks of Working at TRAILD
Flexibility: we offer a range of remote, hybrid and flexible working options.
Global team: we are growing across APAC, NA and EMEA and have team all across the world.
We are growing at an exponential rate, this is an opportunity to get involved with a true rocketship with all the excitement and opportunities that comes with it
Our team genuinely loves working at TRAILD: we scored a 78 on our 2025 eNPS survey.
Please note that the final applicants for this job will be asked to consent in writing to a police check / criminal background check to the extent permitted by law in your jurisdiction of employment
