Sr. Customer Success Manager

TrueML is seeking a Client Success Manager to act as a strategic business partner for a portfolio of approximately 15 strategic clients. The role focuses on driving long-term partnerships, customer retention, and mutual growth by understanding clients' unique businesses and delivering measurable outcomes.

Responsibilities:

• Manage and grow a portfolio of roughly 15 strategic clients ranging from fintechs to enterprise organizations
• Serve as a trusted advisor by leading Executive Business Reviews and proactively recommending solutions that anticipate client needs
• Drive the commercial success of your portfolio by owning customer retention, expansion strategies, and overall revenue growth
• Develop deep industry knowledge in areas like fintech lending, consumer engagement, and AI-enabled workflows to challenge assumptions and introduce new ideas
• Build trusted relationships across multiple levels of client organizations to confidently facilitate executive conversations and influence strategic direction
• Act as the voice of the customer internally, partnering with Product, Engineering, and Sales to remove roadblocks and drive continuous platform improvement
• Monitor portfolio health through quantitative and qualitative metrics, building annual account plans to mitigate risks early

Requirements:

• Proven experience managing strategic customer relationships within SaaS, fintech, financial services, or a similar consultative B2B environment
• Strong executive communication skills and ability to confidently navigate difficult conversations with empathy and professionalism
• Strong commercial acumen and enjoyment in identifying opportunities that create value for both the customer and the business
• Ability to independently prioritize multiple complex projects while maintaining a sharp attention to detail
• Proactive ownership of outcomes without waiting to be asked and ability to thrive in a collaborative, team-oriented culture