Director of Customer Success Management
Miami
Customer Success /
Remote
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 Our technology streamlines income and employment verification, direct deposit switching, and more—eliminating outdated processes and unlocking greater financial opportunities.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.
Role Overview
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.
Key Responsibilities
- 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 customer 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.
Required Qualifications
- 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
- Competitive base salary with performance bonus
- Equity participation in a fast-growing venture-backed company
- Full healthcare coverage (medical, dental, vision)
- Remote flexibility and generous PTO
- Professional development budget and growth opportunities
$150,000 - $190,000 a year
Base Salary Range
