Customer Success Manager

🕒 2 days ago

🇺🇸 United States – Remote

💵 $120k - $200k / year

⏰ Full Time

🟠 Senior

🔴 Lead

🏆 Customer Success

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Truv

WebsiteLinkedInAll Job Openings

51 - 200 employees

Truv unlocks the power of consumer-permissioned data to empower organizations to make confident decisions. With the safest and most reliable API connections to payroll accounts, it enables income, employment, and insurance verification for lenders while consumers benefit from quicker approvals and a better overall experience. As a one-stop solution powering income, employment, and insurance verification for the US workforce, it integrates with 50+ payroll providers and 9,200 directly with employers (10X industry average), including 120M working Americans, 96% of Fortune 1000 companies, 95% of the Federal Government, and 83% of the largest US private organizations.

📋 Description

• Execute, Lead, coach, and mentor a high-performing Customer Success team • Develop and execute scalable playbooks for onboarding, implementation best practices, go-live, adoption, renewals, and expansion • Drive renewal strategy and expansion opportunities in partnership with Finance and Sales • Develop and execute technical account plans that align Truv’s solutions with customers’ business objectives and technical environments • Lead client onboarding, solution design, implementation, and integration projects in collaboration with customer technical teams and internal engineering resources • Oversee customer health, product usage trends, and lifecycle engagement to identify growth opportunities • Create and deliver enablement and training programs for customer teams to ensure long-term success • Partner closely with Product, Engineering, and Finance to advocate for customer needs and provide market feedback • Unblock customer challenges, lead strategic QBRs, and drive executive-level engagement • Implement systems, playbooks, KPIs, and analytics to measure customer success, retention, and team performance. • Implement weekly reporting for leadership team and updates to

🎯 Requirements

• 7+ years of experience in Customer Success or related roles within B2B SaaS or fintech • 5+ years of people management experience, with a proven ability to build and scale post-sales or implementation teams • Proven track record of success at early-stage startups (50–200 employees), thriving in fast-moving environments • Strong analytical and problem-solving capabilities, with the ability to navigate complex customer renewals and technical challenges • Strong track record of driving measurable improvements in adoption, retention, renewals, expansion, and customer satisfaction • Ability to thrive in a hyper-growth environment with exceptional communication, presentation, and relationship-building skills • Ability to use safe - AI to increase productivity & efficiency across the team and implement best practices, playbooks and reporting across the board • Experience managing strategic enterprise customer portfolios • Background in lending, payroll, public sector, or data API platforms strongly preferred • Bachelor’s degree in Engineering or a related technical field

🏖️ Benefits

• Fully remote • Competitive salary and equity package • Health, dental, and vision insurance • 401(k) • Flexible time off • Work with cutting-edge technology and innovative customers • Opportunity to shape the future of financial data access