Enterprise Customer Success Manager

We are seeking a dynamic Enterprise Customer Success Manager to join the Truework team. Truework CSMs drive meaningful impact with our customers through delivering a high-touch customer experience, performing key account management duties that drive high retention rates, customer satisfaction, full product adoption, and new growth opportunities. The primary goal of a Truework CSM is to ensure that Truework meets and exceeds the needs of our customers, helping them achieve their organizational goals through the use of our solution. This position is designed for an experienced Customer Success Manager who has a keen attention to detail, has a proven success in developing high-value, lasting relationships with Enterprise accounts, is articulate, credible, and metrics driven. 

Position Responsibilities:

• Own Customer Success responsibilities for 30-40 Enterprise accounts (ACV ranging $50k-$500k)
• Perform initial onboarding and ongoing training of customer accounts, ensuring strong adoption and ongoing engagement throughout the customer’s lifecycle
• Facilitate customer contract renewal 
• Execute a comprehensive engagement and communications strategy that proactively maintains high customer satisfaction
• Serve as the income & employment subject matter expert (SME) providing guidance and addressing challenges on the implementation of Truework and ongoing use of our service in their processes
• Perform periodic customer success reviews that unpack account performance, track milestone progress, and expand the use of Truework throughout the account
• Develop tools, processes and best practices to ensure customers are realizing the greatest possible value from Truework
• Review customer usage patterns to gather insights, provide guidance and highlight risk
• Serve as the primary interface to manage and resolve any critical issues with the help of the Technical Support and Operations team
• Team player that provides expert customer insights to Sales for additional product and service growth opportunities, and to Product Management and Marketing on what innovation and continuous improvement is needed in the user experience, product capabilities/features, and customer engagement processes that ensure rapid adoption, usage velocity, high renewal and referral rates.
• Exceed all performance targets, including increasing net retention and growth of customer volume
• Partner and strategize with Account Executives to identify/execute expansion opportunities

What you bring:

• 3+ years customer success experience, preferably for a SaaS or financial services product
• Proven ability to maintain highly valuable and outcome-based relationships with a diverse customer account base
• Outstanding multi-task task management skills across a varied set of responsibilities
• Passion for working with customers and a desire to deeply understand the Truework Income products, use cases, and technical elements
• Strong communication skills (written, verbal, presentation), with the ability to explain technical subjects to non-technical end user personnel in large enterprises
• Ability to build credibility and trust by understanding and addressing customer requirements
• Willing to travel quarterly based on customer and business need
• An A-player mindset with a strong bias for action: you raise the bar, move with urgency, stay resilient through ambiguity, and take ownership to deliver meaningful outcomes

What you’ll get

• A fast-paced and collaborative environment
• Learning and development allowance
• Competitive cash and equity compensation, and opportunity for advancement
• 100% medical, dental, and vision coverage
• Up to $25K reimbursement for fertility, adoption, and parental planning services
• Flexible PTO policy
• Monthly wellness stipend