Customer Success Manager

About Truv:

Truv is transforming the financial data industry with a secure and real-time API platform for payroll account access. Our technology streamlines income and employment verification, direct deposit switching, and more - eliminating outdated processes and unlocking greater financial opportunities. Backed by $30M from top investors like Kleiner Perkins and NYCA, we’re disrupting a $2B legacy market with cutting-edge innovation and a customer-first approach. Our leadership team brings expertise from industry giants like Apple, Carta, Venmo, MX, and Okta, driving the future of financial data access.

About the Job:

We are seeking a Customer Success Manager to serve as a trusted advisor to our enterprise Fintech and Financial Institution clients. This role entails strong relationship management skills to drive product adoption, customer satisfaction, and business outcomes in a high-growth environment.

What You’ll Do

• Own the relationship with assigned mid-market accounts post-sales(up to 250K ARR), serving as the primary point of contact for kickoff, out-of-the-box implementation, integration, training and optimization.
• Lead client onboarding, out-of-the-box implementation, configuration projects, collaborating with customers’ teams for go-live and ongoing support.
• Create and deliver training programs for customer teams.
• Be part of the pooled model to answer customer questions and first-level triage .
• Execute onboarding and implementation for 80-100 accounts.
• Run periodic business reviews with key stakeholders.
• Partner with Sales on renewals and upsell opportunities.
• Document customer feedback and feature requests.
• Monitor customer metrics and usage patterns to identify opportunities for expanded adoption.

Who You Are

• 3-5+ years of experience in customer success or similar customer-facing role within B2B SaaS, Mortgage, or Lending or fintech.
• Proven track record at early-stage startups (50-200 employees).
• Minimum 5 year tenure in previous positions, demonstrating stability and impact.
• Prior account management or customer management experience essential.
• Problem-solving capabilities.
• Outstanding communication skills with ability to explain product features, integrations and functionality to various audiences.
• Bachelor’s degree in Computer Science, Engineering, or related field (or equivalent experience).

Success Metrics:

• Customer retention and expansion rates.
• Time-to-value for new customers.
• Churn rate for your book of business.
• Product adoption metrics.
• Customer health scores.
• Revenue growth within accounts.

Benefits:

• Competitive salary and equity package.
• Fully Remote.
• Health, dental, and vision benefits.
• 401(k)
• Flexible time off.
• Work with cutting-edge technology and innovative customers.
• Learn from an experienced leadership team from top tech companies.
• High-impact role with clear growth trajectory.
• Opportunity to shape the future of financial data access.
• This role serves as a stepping stone toward technical positions like TAM, offering exposure to API products and technical customer management.

We are an equal opportunity employer committed to diversity. We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected status. Applicants must be based in the United States and legally authorized to work in the U.S. Applications from candidates residing outside the United States will not be considered.