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Customer Success Manager



Posted on Tuesday, June 18, 2024
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


  • 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