Customer Success Manager

The Work We’re Doing: Truv is the one-stop platform for income and employment data that empowers use cases such as income and employment verification, direct deposit switch, paycheck-linked loans, and others. We believe that discerning fact from fiction about an applicant’s employment and income shouldn’t be a process that takes days, dozens of phone calls, or hidden behind black boxes. Truv provides a frictionless and secure infrastructure that connects financial institutions and background screeners to 45+ payroll providers that house the data of 120M+ US workers. And consumers benefit from faster turnarounds and greater financial opportunities.

The Community We’re Creating: We’re an experienced team of thinkers, innovators, and entrepreneurs solving some big problems. And we’re looking for bold leaders to join us. Our remote-first distributed team hails from Bay Area, Miami, Toronto and London. We believe in creating a community where everyone belongs and thrives, regardless of location. So, if you’re excited about using cutting-edge technology and working alongside colleagues who’ve built groundbreaking products at Apple, Uber, Facebook, Carta, Venmo, Telegram, and Plaid—hop on.

What you’ll do:

• Drive utilization of Truv at mid-market clients at scale
• Manage configuration for new implementations of turn-key integrations
• Build and deliver training materials to drive adoption
• Automate impactful touchpoints to hundreds of clients
• Manage customer outcomes with data to drive maximum value
• Manage customer risk and bring internal stakeholders to support where required
• Assist with customer support tickets and aggregate feedback across the scaled customer base

Metrics:

• Adoption & Usage
• Churn
• Net Revenue Retention
• Time to Implementation
• Time to Value
• Customer Health and Satisfaction

What would set you up for success:

• 3+ years of Customer Success experience, particularly in SaaS technology offerings at scale (data and mortgage tech preferred)
• A strong understanding of the Customer Success lifecycle and critical elements to driving client success
• Demonstrated experience building and executing customer touchpoints at scale
• Ability to master functional product expertise and build educational content for others
• Experience training customers remotely and at scale
• Ability to triage customer issues and manage to resolution with a cross-functional team
• Demonstrated experience with data platforms (and/or SQL) and using data analysis to drive impactful initiatives
• Experience in mortgage and/or consumer lending technology or operations
• Previous experience at a relevant startup where you were learned how to solve problems quickly, iterate and scale