Customer Success Manager

✨ What you’ll be working on

As a Customer Success Manager, you’ll own relationships with a set of mid-market accounts after the sale and help customers get up and running with Truv’s platform. You’ll act as the main point of contact for onboarding, implementation, training, and ongoing support while also keeping an eye on adoption, renewals, and expansion opportunities.

Your day-to-day work may include:

• Managing post-sales relationships with assigned customer accounts
• Acting as the main point of contact for onboarding, implementation, product training, and optimization
• Helping customers get set up and go live with Truv’s platform
• Working with customer teams during implementation and rollout
• Delivering training sessions so customer teams know how to use the product well
• Answering customer questions and helping with first-level issue triage
• Supporting onboarding and implementation across a high volume of accounts
• Running periodic business reviews with customer stakeholders
• Partnering with Sales on renewals and possible upsell opportunities
• Tracking customer feedback, pain points, and feature requests
• Monitoring product usage and customer health to spot opportunities for stronger adoption or account growth

What Truv is looking for

This role is a strong fit for someone who knows how to build trust with customers while also keeping projects moving. You’ll likely do well here if you’re organized, responsive, comfortable leading customer conversations, and able to balance relationship-building with implementation work.

Truv is looking for someone who can guide customers through onboarding, answer product questions clearly, and keep accounts healthy over time not just react when something goes wrong.

Required experience

• 3 to 5+ years of experience in customer success, account management, customer onboarding, or another customer-facing role
• Background in B2B SaaS, fintech, lending, mortgage, or a similar industry
• Previous experience working at an early-stage startup or fast-moving growth company
• Strong relationship management and customer communication skills
• Experience handling customer accounts and helping drive retention, adoption, or expansion
• Ability to explain product workflows, integrations, and functionality to different types of stakeholders
• Strong problem-solving skills and the ability to stay organized across multiple customer accounts
• Bachelor’s degree in Computer Science, Engineering, or a related field or equivalent practical experience

Nice to have

These aren’t deal-breakers, but they can help:

• Experience working with enterprise fintech or financial institution customers
• Comfort working with API-based products or technical SaaS tools
• Experience supporting implementation or onboarding projects
• Familiarity with customer health tracking, churn metrics, and account growth strategies
• Interest in growing toward a more technical customer-facing role like Technical Account Manager (TAM)

How success is measured in this role

Truv will likely look at a few core outcomes to measure success in this role, including:

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