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

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