Sr. Client Success Manager

In UsaRemoteFull-timesenior

Customer Success ManagerCustomer

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Quick Summary

Requirements Summary

This role supports a global, cross-functional business and operates primarily in a Remote-First environment. However,

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Customer Success ManagerCustomer

TrueML is a mission-driven financial software company that aims to create better customer experiences for distressed borrowers. Consumers today want personal, digital-first experiences that align with their lifestyles, especially when it comes to managing finances. TrueML’s approach uses machine learning to engage each customer digitally and adjust strategies in real time in response to their interactions.

The TrueML team includes inspired data scientists, financial services industry experts and customer experience fanatics building technology to serve people in a way that recognizes their unique needs and preferences as human beings and endeavoring toward ensuring nobody gets locked out of the financial system.

As a Client Success Manager at TrueML Products, you will act as a strategic business partner and the "CEO" of a portfolio of approximately 15 strategic clients. We are hiring for this role to move beyond basic account maintenance and focus on driving long-term partnerships, customer retention, and mutual growth. Your critical goals will be to understand your clients' unique businesses deeply, deliver measurable outcomes, and uncover expansion opportunities within your portfolio.

Portfolio Ownership: Manage and grow a portfolio of roughly 15 strategic clients ranging from fintechs to enterprise organizations.

Strategic Partnership: Serve as a trusted advisor by leading Executive Business Reviews and proactively recommending solutions that anticipate client needs.

Commercial Growth: Drive the commercial success of your portfolio by owning customer retention, expansion strategies, and overall revenue growth.

Subject Matter Expertise: Develop deep industry knowledge in areas like fintech lending, consumer engagement, and AI-enabled workflows to challenge assumptions and introduce new ideas.

Executive Relationship Management: Build trusted relationships across multiple levels of client organizations to confidently facilitate executive conversations and influence strategic direction.

Cross-Functional Leadership: Act as the voice of the customer internally, partnering with Product, Engineering, and Sales to remove roadblocks and drive continuous platform improvement.

Success Planning: Monitor portfolio health through quantitative and qualitative metrics, building annual account plans to mitigate risks early.

Experienced Partner: You bring proven experience managing strategic customer relationships within SaaS, fintech, financial services, or a similar consultative B2B environment.

Intellectually Curious: You naturally think like a consultant, asking thoughtful questions to uncover underlying business challenges and priorities.

Exceptional Communicator: You possess strong executive communication skills and can confidently navigate difficult conversations with empathy and professionalism.

Commercially Minded: You have strong commercial acumen and genuinely enjoy identifying opportunities that create value for both the customer and the business.

Highly Organized: You can independently prioritize multiple complex projects while maintaining a sharp attention to detail.

Proactive Leader: You take internal ownership of outcomes without waiting to be asked and thrive in a collaborative, team-oriented culture.

What We Offer

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✓Flexible vacation

✓Medical/dental/vision insurance

✓Traditional/Roth retirement savings options

✓Company-paid disability and life insurance

✓Flexible Spending Account & Limited FSA

✓Family-friendly parental leave, volunteer and voting time off

✓On-demand wellness platform access for you and 5 friends and family

✓PerkSpot discount program for 900+ merchants nationwide

Requirements

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This role supports a global, cross-functional business and operates primarily in a Remote-First environment. However, flexibility outside of standard business hours and occasional local or international travel may be necessary for global operations support, company meetings, training, offsites, and collaborative projects.

This position primarily involves computer-based work, requiring extended periods at a computer, participation in virtual meetings, and use of standard office technology. We will consider reasonable accommodations to enable individuals to perform the essential functions of the role.

Maintaining a reliable internet connection and a professional work environment is expected. The ability to protect confidential company, employee, customer, and business information while working outside of a company office is also required.

We collect personal information for employment purposes. We do not sell personal information. Most of the information we have is provided to us by you and/or collected as part of the employment process. For more details on how we use, share, and delete personal information see our Privacy Policy.

We are an equal opportunity employer. We promote, value, and thrive with a diverse and inclusive team. Different perspectives contribute to better solutions and this makes us stronger every day. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or other protected characteristics.