Client Success Manager
Description
Why TrueML?
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.
About This Role:
What You'll Do:
-
Drive Portfolio Retention & Expansion: Execute strategic account plans to maximize Gross and Net Revenue Retention, prevent logo churn, and uncover opportunities to scale account placement volumes.
-
Convert Pilots into Long-Term Contracts: Align clients on pilot success criteria, track performance metrics, and build compelling business cases to convert pilot programs into long-term commercial agreements.
-
Lead Strategic Discovery & Business Reviews: Conduct Monthly and Quarterly Business Reviews, using consultative discovery to understand client business models, uncover unmet needs, and demonstrate measurable ROI.
-
Build Multithreaded Partnerships: Establish trusted relationships with key client decision-makers across executive, technical, operational, and procurement teams.
-
Orchestrate Cross-Functional Teams: Collaborate internally with Product, Engineering, Sales, Operations, Legal, and Compliance to solve complex client challenges and advance expansion initiatives.
-
Manage Account Health & Revenue Forecasting: Monitor portfolio health metrics, identify renewal risks early, and maintain accurate forecasts for revenue, expansions, and pilot conversions within Salesforce.
Who You Are:
-
Experienced B2B CSM: You bring 5+ years of enterprise client success or account management experience within SaaS, fintech, financial services, payments, or debt collections.
-
Commercial & SaaS Metric Savvy: You have a strong grasp of recurring revenue models and proven success managing retention, expansion revenue, GRR, NRR, and pilot conversions.
-
Analytical Presenter: You can interpret complex performance data, build value-driven recommendations, and lead discussions with both technical operators and C-suite executives.
-
Cross-Functional Leader: You excel at orchestrating internal teams to deliver on client commitments without needing formal authority.
-
Educated & Tech-Fluent: You take initiative in fast-paced environments and have hands-on experience using Salesforce and client health monitoring platforms.
What We Offer (Perks & Benefits)
-
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
Recruiting Fraud Notice:
We’re aware of fraudulent recruiters posing as TrueAccord or TrueML and contacting job seekers. To protect yourself, here’s how our real hiring process works:
- Official channels only. Our recruiters email only from @trueaccord.com [If you’ve received an InMail, you should verify the recruiter’s @ email]
- No payments or financial info during hiring. We will never ask you to pay fees, buy equipment, or share banking information during the hiring process.
- No text or chat-app interviews. We do not conduct interviews by text message or messaging apps.
- No “portals” or access keys. We do not send PDF portals or access keys, or ask for passwords or login credentials.
- No resume services. We will never require an “ATS-friendly” resume rewrite or recommend paid resume services.
If someone contacting you on our behalf does any of the above, it is fraud.
Stay safe:
- Don’t open attachments, click links, or share personal information.
- Report the message as phishing to your email provider, and report fake profiles to LinkedIn.
- Not sure? Verify by emailing recruiting@trueaccord.com before responding.
If you’ve already shared information with suspected scammers: Contact your bank, visit identitytheft.gov, and report the fraud at reportfraud.ftc.gov or ic3.gov.
Remote Work, Travel Expectations & Physical Requirements:
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.
Personally Identifying Information
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.
Dedication to Diversity & Inclusion
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.
Skills
As published by lever · 11 questions · 2 written answers
Basics
Resume/CV, Full name, Email, Phone, Current location, Current company, LinkedIn URL, GitHub URL, Portfolio URL, What is your age range?, I identify my ethnicity asSelect all that apply, What gender do you identify as?
Short answers (1)
- Please acknowledge your consent by typing your first and last names below.
Pick from a list (8)
- Identity Verification: If asked, I consent to providing a valid, government-issued photo ID and having my photograph taken for identity verification and fraud prevention purposes. optional
- Interview Integrity: I agree to conduct all virtual interviews without the use of digital filters, "deepfake" technology, or any AI-enhanced visual/audio modifications. optional
- Non-Assisted Performance: I attest that, unless otherwise directed by my interviewers, I will not use Artificial Intelligence (AI), external prompts, or third-party assistance to generate responses during my interview or any pre-employment assessments.
- Real-Time Assessment: I understand that the Company may require a "live environment" check, which may include a 360-degree view of my immediate workspace to ensure the absence of unauthorized materials or participants. optional
- Consequences of Misrepresentation: I understand that any attempt to utilize fraudulent identification or unauthorized assistance will result in immediate disqualification from the hiring process or, if discovered after hire, summary termination of employment for cause. optional
- Are you legally authorized to work in the United States?
- Will you now or in the future require sponsorship for employment visa status (e.g. H-1B status, OPT/CPT support, EAD filings, etc.)?
- Are you 18 years of age or older? optional
Written answers (2)
- Do you have a preferred name? optional
- What are your preferred pronouns? optional