Customer Success Manager, Mid-Market

About Truv:

Truv is revolutionizing the financial data landscape as the safest and most reliable API platform for payroll account access. Our solutions power income & employment verification, direct deposit switching, and beyond. Backed by $30M from Kleiner Perkins and NYCA, we're taking on a $2B legacy market with innovation and customer-centricity. Led by veterans from Apple, Carta, Venmo, MX, and Okta, we're building the future of financial data access.

Position Overview:

We are seeking a Customer Success Manager, Mid-Market to serve as a trusted advisor to our enterprise Fintech and Financial Institution clients. This role entails strong relationship management skills to drive product adoption, customer satisfaction, and business outcomes in a high-growth environment.

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Key Responsibilities:

• Own the relationship with assigned mid-market accounts post-sales(up to 100K ARR), serving as the primary point of contact for kickoff, out-of-the-box implementation, integration, training and optimization.
• Lead client onboarding, out-of-the-box implementation, configuration projects, collaborating with customers' teams for go-live and ongoing support.
• Create and deliver training programs for customer teams.
• Be part of the pooled model to answer customer questions and first-level triage .
• Execute onboarding and implementation for 80-100 accounts.
• Run periodic business reviews with key stakeholders.
• Partner with Sales on renewals and upsell opportunities.
• Document customer feedback and feature requests.
• Monitor customer metrics and usage patterns to identify opportunities for expanded adoption.

Required Skills:

• 2-3+ years of experience in customer success or similar customer-facing role within B2B SaaS, Mortgage, or Lending or fintech.
• Proven track record at early-stage startups (50-200 employees).
• Minimum 5 year tenure in previous positions, demonstrating stability and impact.
• Prior account management or customer management experience essential.
• Problem-solving capabilities.
• Outstanding communication skills with ability to explain product features, integrations and functionality to various audiences.
• Bachelor's degree in Computer Science, Engineering, or related field (or equivalent experience).

Success Metrics:

• Customer retention and expansion rates.
• Time-to-value for new customers.
• Churn rate for your book of business.
• Product adoption metrics.
• Customer health scores.
• Revenue growth within accounts.

Benefits:

• Base salary: $70-80K.
• Healthcare coverage.
• PTO and remote work flexibility.
• Professional development opportunities.
• This role serves as a stepping stone toward technical positions like TAM, offering exposure to API products and technical customer management.

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