truv - Customer Success Manager

Remote - Asia-Pacific *Up to $1.2M1mo ago

Remote Mid NA Fintech Software Customer Success Manager Quant B2B Customer Training Account Management Customer Retention Revenue Growth

Requirements

• 3-5+ years of experience in customer success or similar customer-facing role within B2B SaaS, Mortgage, or Lending or fintech. • Proven track record at early-stage startups (50-200 employees). • Minimum 5 year tenure in previous positions, demonstrating stability and impact. • Prior account management or customer management experience essential. • Problem-solving capabilities. • Outstanding communication skills with ability to explain product features, integrations and functionality to various audiences. • Bachelor’s degree in Computer Science, Engineering, or related field (or equivalent experience). • ## Success Metrics: • Customer retention and expansion rates. • Time-to-value for new customers. • Churn rate for your book of business. • Product adoption metrics. • Customer health scores. • Revenue growth within accounts.

Responsibilities

• Own the relationship with assigned mid-market accounts post-sales(up to 250K ARR), serving as the primary point of contact for kickoff, out-of-the-box implementation, integration, training and optimization. • Lead client onboarding, out-of-the-box implementation, configuration projects, collaborating with customers’ teams for go-live and ongoing support. • Create and deliver training programs for customer teams. • Be part of the pooled model to answer customer questions and first-level triage . • Execute onboarding and implementation for 80-100 accounts. • Run periodic business reviews with key stakeholders. • Partner with Sales on renewals and upsell opportunities. • Document customer feedback and feature requests. • Monitor customer metrics and usage patterns to identify opportunities for expanded adoption.

Benefits

• Healthcare coverage. • PTO and remote work flexibility. • Professional development opportunities. • This role serves as a stepping stone toward technical positions like TAM, offering exposure to API products and technical customer management.