Scaled Customer Success Manager

Summary

Join our experienced team of thinkers, innovators, and entrepreneurs solving big problems at Truv, a one-stop platform for income and employment data.

Requirements

• 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

Responsibilities

• 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

Benefits

$80,000 - $100,000 a year