The Role
Lead and scale the Customer Success organization, overseeing a team and managing the full customer lifecycle from implementation to renewals and expansions, while driving customer outcomes and revenue growth.
Summary Generated by Built In
About Truv
Truv is transforming the financial data industry through a secure, real-time API platform for payroll account access. Our technology modernizes income and employment verification, direct deposit switching, and other critical workflows—eliminating outdated processes and unlocking greater financial opportunity for consumers and businesses alike.
Backed by $30M from leading investors including Kleiner Perkins and NYCA, Truv is disrupting a $2B legacy market with cutting-edge innovation and a customer-first approach. Our leadership team brings deep expertise from companies such as Apple, Carta, Venmo, MX, and Okta, and we’re building the future of financial data access.
About the Role
Truv is seeking a Manager of Customer Success Team to lead and scale our Customer Success organization. In this highly visible role, you will oversee a team of Customer Success Managers and own the full customer lifecycle across mid-market and enterprise accounts—from implementation and go-live through adoption, renewals, and expansion.
This role requires a blend of technical depth, strategic relationship management, and operational rigor to drive customer outcomes and revenue growth in a fast-paced, high-growth environment.
You will play a critical role in shaping how Truv delivers long-term value to customers while building scalable post-sales systems and playbooks.
What You’ll Do
- 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
Who You Are
- 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
What We Offer:
- 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
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.
Skills Required
- 7+ years of experience in Customer Success or related roles within B2B SaaS or fintech
- 5+ years of people management experience
- Strong analytical and problem-solving capabilities
- Ability to thrive in a hyper-growth environment
- Bachelor's degree in Engineering or a related technical field
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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.
