Director of Customer Success Management - Remote

Overview

The Director of Customer Success Management at Truv will lead and scale the Customer Success function, overseeing a team of Customer Success Managers to drive strategy and execution across mid-market and enterprise portfolios.

In Short

• Build and mentor a high-performing team of Customer Success Managers.
• Execute Customer Success strategy aligned with company goals.
• Establish playbooks for customer onboarding, adoption, renewals, and expansions.
• Oversee customer lifecycle for retention and growth.
• Partner with Sales, Product, and Support for seamless experiences.
• Conduct executive business reviews for key customers.
• Drive renewal strategy and expansion opportunities.
• Own customer health metrics and forecast churn risks.
• Implement systems to measure customer health and team performance.
• Optimize processes for efficient scaling of Customer Success.

Requirements

• 7+ years in Customer Success or related functions in B2B SaaS or fintech.
• 3+ years of people management experience.
• Track record of improving customer retention and satisfaction.
• Strong relationship-building and communication skills.
• Experience with mid-market and enterprise accounts.
• Background in fintech, lending, payroll, or data APIs preferred.
• Bachelor’s degree in Business, Engineering, or related field.

Benefits

• Competitive base salary with performance bonus.
• Equity participation in a fast-growing company.
• Full healthcare coverage.
• Remote flexibility and generous PTO.
• Professional development budget and growth opportunities.