Manager, Customer Success Team

Truv is transforming the financial data industry through a secure, real-time API platform for payroll account access. The Manager of Customer Success Team will lead and scale the Customer Success organization, overseeing a team of Customer Success Managers and managing the full customer lifecycle across mid-market and enterprise accounts.

Responsibilities:

• Execute, 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 that align 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 to ensure long-term success
• 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 leadership team and updates to

Requirements:

• 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
• Strong 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 safe - AI to increase productivity & efficiency across the team and implement best practices, playbooks and reporting across the board
• Experience managing strategic enterprise customer portfolios
• Bachelor's degree in Engineering or a related technical field
• Background in lending, payroll, public sector, or data API platforms strongly preferred