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Strategic Customer Success Manager

San Francisco, CA

Truework is on a mission to create trust in every financial transaction. Our core product, Truework Income, provides access to crucial employment and income information needed for mortgage loans, apartment rentals, background checks and the like. We are disrupting a $5B+ industry, previously controlled by legacy credit agencies, with a better product and intense customer focus. We handle hundreds of thousands of income and employment verifications every month, and continue to grow our market share in the mortgage lending and tenant screening markets.

We are seeking an energetic Customer Success Manager to join our team, specifically owning Truework’s most strategic accounts!

This individual will be responsible for developing & maintaining existing customer relationships while leading the customer to full adoption of our products. We are seeking a candidate that has proven success in developing strategic relationships in large organizations leading to high retention rates and expansion opportunities.

This role will proactively engage in the day to day management of the account, including strategic account planning and customer success issue resolution. This role will work directly with Sales, Technical Support, Operations, Product and Finance.

 

At Truework, you would be responsible for:

  • Develop and execute strategic account plans alongside the Truework sales team to expand client portfolios, achieve positive outcomes, and proactively identify and manage risks.
  • Build and maintain trust with clients by demonstrating industry expertise, showing product value, and providing exceptional customer service.
  • Use data analytics to enhance discussions with internal and external stakeholders, ensuring alignment with business goals and strategic objectives.
  • Effectively manage customer issues / requests and ask clarifying questions to determine the correct source & impact of issues, as well as understanding use cases to coach customers to alternate solutions when possible
  • Conduct detailed business reviews with clients, either virtually or on-site, to demonstrate the ROI and value delivered by Truework aligned closely with client business objectives.
  • Foster advocacy relationships with key strategic customers to serve as marketing conduits through case studies, speaking engagements, and other promotional activities.
  • Collaborate with team members to share best practices and continuously improve the efficiency and effectiveness of processes, while also representing customer needs for product enhancements to drive innovation and growth.

 

 

What we’re looking for: 

  • Bachelor’s degree with 5+ years of experience in customer success or account management working with Enterprise and Strategic accounts
  • Exceptional client management skills and ability to stay organized with an aptitude for providing clear and articulate directions at all levels of an organization (technical, business, and C-level)
  • Strong customer-facing and presentation skills with the ability to establish credibility with executives
  • Strong empathy for customers and passion for revenue and growth
  • Successful candidates will be: innovative, persuasive, creative and have a genuine curiosity in their clients’ business. Goal and results oriented, optimistic, smart, value added mindset, proactive and easily adapts to change
  • Understand the Truework business model and have experience delivering and implementing usage-based solutions 
  • Willingness to travel to customer locations as needed
  • Location preference of San Francisco and in office at least 2x a week 

 

About your team at Truework and who you will work with: 

  • Manager: Kendall Feezor, Customer Success Team Lead
  • Team: 
    • Felicia Lee is our VP of Technical Services and heads up the Implementations and Customer Success teams at Truework. Your immediate team will be the Implementations and Customer Success teams, but this role is highly cross functional and working with all functions of GTM and EPD are required. 

Cash Compensation:

The OTE range for this position is $177,000 - $210,000 for candidates based in San Francisco. Final offer amounts are determined by multiple factors including candidate expertise and may vary from the amounts listed above.

Benefits:

  • Flexible PTO policy
  • Learning & Development stipend
  • Health, Dental, Vision
  • Life insurance, STD, LTD
  • HRA for Family Planning 
  • Equity
  • Commuter, FSA, HSA
  • 401K plan

 

Truework is proud to be an Affirmative Action, Equal Opportunity Employer. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex (including pregnancy, childbirth, or related medical conditions), marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation, or other applicable legally protected characteristic. Truework considers qualified applicants with criminal histories, consistent with applicable federal, state and local law. Truework is also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, please let your recruiter know. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.

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