The Director of Customer Success Management will lead a team, drive strategy, and ensure customer satisfaction and retention for mid-market and enterprise accounts.
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 Our technology streamlines income and employment verification, direct deposit switching, and more—eliminating outdated processes and unlocking greater financial opportunities.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 Director of Customer Success Management to lead and scale our Customer Success function. In this role, you will oversee a team of Customer Success Managers, driving strategy, execution, and customer outcomes across mid-market and enterprise portfolios. You will serve as a trusted advisor to executives at our client organizations while coaching your team to deliver world-class onboarding, adoption, and retention experiences.
This is a high-visibility leadership role that directly impacts revenue growth, customer satisfaction, and the long-term success of Truv’s client base.
What You’ll Do
- Build, lead, and mentor a high-performing team of Customer Success Managers.
- Execute the Customer Success strategy aligned with company goals.
- Establish and execute on playbooks for customers onboarding, adoption, renewals, and expansions.
- Oversee the customer lifecycle across mid-market and enterprise accounts, ensuring retention, growth, and long-term advocacy.
- Partner with Sales, Product, and Support to deliver seamless experiences.
- Conduct executive business reviews and act as an escalation point for key customers.
- Drive renewal strategy and expansion opportunities in collaboration with Sales.
- Own customer health metrics and forecast churn and renewal risk.
- Align CSM efforts with revenue goals, including upsell and cross-sell initiatives.
- Implement systems, KPIs, and analytics to measure customer health and team performance.
- Unblock customer issues and drive QBR’s and expansion efforts
- Optimize processes and tools to scale Customer Success efficiently.
Who You Are
- 7+ years of experience in Customer Success, Account Management, or related functions within B2B SaaS or fintech.
- 3+ years of people management, successfully building and scaling success or post sales functions.
- Track record of driving measurable improvements in usage, customer retention, expansion, and satisfaction.
- Ability to execute at a hyper growth environment with relationship-building skills, presentation skills and excellent communication.
- Experience working with mid-market and enterprise accounts ($100K+ ARR).
- Background in fintech, lending, payroll, or data APIs strongly preferred.
- Bachelor’s degree in Business, Engineering, or a related field.
Success Metrics
- Net Revenue Retention (NRR) across portfolio
- Churn and downsell rates
- Product adoption and usage metrics
- Time-to-value for new customers
- Customer Satisfaction (CSAT/NPS) scores
- CSM team performance and employee engagement
Compensation & Benefits
- 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.
Top Skills
B2B Saas
Data Apis
Fintech
Payroll
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