Truv - Manager of Customer Success Team

About Truv

Truv is revolutionizing the financial data industry with a secure, real-time API platform for payroll account access. We modernize income and employment verification, direct deposit switching, and other critical workflows, eliminating outdated processes and unlocking greater financial opportunity. Backed by $30M from leading investors, Truv is disrupting a $2B legacy market with cutting-edge innovation and a customer-first approach. Our leadership team brings deep expertise from companies like Apple, Carta, Venmo, MX, and Okta.

About the Role

Truv is seeking a Manager of Customer Success Team to lead and scale our Customer Success organization. This highly visible role involves overseeing a team of Customer Success Managers and owning the full customer lifecycle for mid-market and enterprise accounts, from implementation through renewals and expansion. The role requires a blend of technical depth, strategic relationship management, and operational rigor to drive customer outcomes and revenue growth in a fast-paced, high-growth environment. You will play a critical role in shaping how Truv delivers long-term value and building scalable post-sales systems and playbooks.

What You’ll Do:

• Lead, coach, and mentor a high-performing Customer Success team.
• Develop and execute scalable playbooks for onboarding, implementation best practices, go-live, adoption, renewals, and expansion.
• Drive renewal strategy and expansion opportunities in partnership with Finance and Sales.
• Develop and execute technical account plans aligning Truv’s solutions with customers’ business objectives and technical environments.
• Lead client onboarding, solution design, implementation, and integration projects in collaboration with customer technical teams and internal engineering resources.
• Oversee customer health, product usage trends, and lifecycle engagement to identify growth opportunities.
• Create and deliver enablement and training programs for customer teams.
• Partner closely with Product, Engineering, and Finance to advocate for customer needs and provide market feedback.
• Unblock customer challenges, lead strategic QBRs, and drive executive-level engagement.
• Implement systems, playbooks, KPIs, and analytics to measure customer success, retention, and team performance.
• Implement weekly reporting for the leadership team.

Who You Are:

• 7+ years of experience in Customer Success or related roles within B2B SaaS or fintech.
• 5+ years of people management experience, with a proven ability to build and scale post-sales or implementation teams.
• Proven track record of success at early-stage startups (50–200 employees), thriving in fast-moving environments.
• Strong analytical and problem-solving capabilities, with the ability to navigate complex customer renewals and technical challenges.
• Proven track record of driving measurable improvements in adoption, retention, renewals, expansion, and customer satisfaction.
• Ability to thrive in a hyper-growth environment with exceptional communication, presentation, and relationship-building skills.
• Ability to use AI to increase productivity and efficiency across the team and implement best practices, playbooks, and reporting.
• Experience managing strategic enterprise customer portfolios.
• Background in lending, payroll, public sector, or data API platforms strongly preferred.
• Bachelor’s degree in Engineering or a related technical field.

What We Offer:

• Fully remote.
• Competitive salary and equity package.
• Health, dental, and vision insurance.
• 401(k).
• Flexible time off.
• Opportunity to work with cutting-edge technology and innovative customers.
• Opportunity to shape the future of financial data access.

Salary: $120,000 - $200,000 a year (Base salary)

Truv is an equal-opportunity employer committed to diversity. We may use AI tools to support parts of the hiring process, but final hiring decisions are made by humans.