The Role
Serve as primary post-sales advisor for mid-market fintech and financial institution accounts. Lead onboarding, out-of-the-box implementations, integrations, and training for 80–100 accounts. Drive product adoption, retention, renewals, and upsell opportunities; run business reviews, monitor usage/health metrics, and document customer feedback to optimize outcomes.
Summary Generated by Built In
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 Our technology streamlines income and employment verification, direct deposit switching, and more—eliminating outdated processes and unlocking greater financial opportunities.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 Director to serve as a trusted advisor to our as a trusted advisor to our Public Sector clients. This role entails strong relationship management skills to drive product adoption, customer satisfaction, renewals, upsells and scaling business outcomes in a high-growth environment.
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 Our technology streamlines income and employment verification, direct deposit switching, and more—eliminating outdated processes and unlocking greater financial opportunities.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 Director to serve as a trusted advisor to our as a trusted advisor to our Public Sector clients. This role entails strong relationship management skills to drive product adoption, customer satisfaction, renewals, upsells and scaling business outcomes in a high-growth environment.
What You’ll Do
- Own the relationship with strategic accounts post-sales, serving as the primary point of contact for post go-live optimization.
- Lead client onboarding and implementation with Technical Account Mangers, collaborating with customers’ teams for go-live and ongoing support.
- Create and deliver training programs for customer teams.
- Execute onboarding and implementation for 8-10 strategic accounts.
- Run periodic in-person business reviews with key stakeholders.
- Partner with Sales on renewals, upsell and cross-sell opportunities.
- Collaborate with TAM's to support responses to RFP's and other formal procurement bid opportunities.
- Document customer feedback, feature requests and customer satisfaction.
- Drive adoption, monitor customer metrics and usage patterns to identify opportunities for expanded adoption.
- Navigate government processes, procurement rules, budget cycles, data privacy/security reviews program and compliance requirements.
Who You Are
- 7-10+ years of experience in customer success or similar customer-facing role within government agencies, federal or state agencies.
- Deep understanding of state and federal programs. Prior experience working with government agencies.
- Prior experience with procurement and bidding process with the state and federal agencies.
- Familiarity with data/security standards and compliance standards for state and federal agencies
- Minimum 5 year tenure in previous positions, demonstrating stability and impact, preferably at a state or federal agency.
- Able to handle client escalation and 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).
- Ability to travel up to 50%.
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.
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.
Skills Required
- 3-5+ years of experience in customer success or similar customer-facing role within B2B SaaS, Mortgage, 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.
- 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).
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The Company
What We Do
Unlock The Power of Open Finance. Truv lets your customers easily verify income and employment, assets, insurance, switch direct deposit & more — all in one platform.
