Job Description
About Truv:
Truv is revolutionizing the financial data landscape as the safest and most reliable API platform for payroll account access. Our solutions power income & employment verification, direct deposit switching, and beyond. Backed by $30M from Kleiner Perkins and NYCA, we're taking on a $2B legacy market with innovation and customer-centricity. Led by veterans from Apple, Carta, Venmo, MX, and Okta, we're building the future of financial data access.
Position Overview:
We are seeking a Customer Success Manager, Mid-Market 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.
Key Responsibilities: - Own the relationship with assigned mid-market accounts post-sales(up to 100K 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.
Required Skills: - 2-3+ 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.
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Benefits: - Base salary: $70-80K.
- Healthcare coverage.
- PTO and remote work flexibility.
- Professional development opportunities.
- This role serves as a stepping stone toward technical positions like TAM, offering exposure to API products and technical customer management.
$70,000 - $100,000 a year
Base salary Truv
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