Scaled Customer Success Manager
Remote
Customer Success /
Remote
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:
- Own the activation, growth, and retention of Truv’s customers
- Become an expert in the full range of integration and configuration options for Truv’s products, and drive efficient, complete onboarding of new Truv customers at scale
- Build out Truv’s scaled Customer Success function to onboard new customers in less than 30 days and 3 touches
- Balance priorities and tasks supporting implementation, reactive support and proactive outreach
- Leverage data to drive adoption and success at scale
- Manage customer risk and bring internal stakeholders to support where required
- Assist with customer questions and aggregate feedback across the scaled customer base to drive meaningful product improvements
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
$80,000 - $100,000 a year
Base salary listed. OTE is comprised of base + variable compensation. Equity package also offered.
