# Customer Success Manager

**Company:** [Truv](https://hotfix.jobs/companies/truv)
**Location:** Remote
**Role:** Customer Success
**Salary:** $80k – $100k/yr
**Experience:** 3+ years
**Skills:** Customer Success, Account Management, B2B SaaS, Fintech, Onboarding, Client Training, Business Reviews, Customer Retention, Upselling, Problem Solving, Communication
**Posted:** 2026-06-26

> Manage post-sale relationships for mid-market fintech and financial institution accounts, driving onboarding, adoption, retention, and expansion in a B2B SaaS environment.

## Job Description

## Key Responsibilities
- Own the relationship with assigned mid-market accounts post-sales (up to 250K ARR), serving as the primary point of contact for kickoff, out-of-the-box implementation, integration, training and optimization.
- Lead client onboarding, out-of-the-box implementation, configuration projects, collaborating with customers’ teams for go-live and ongoing support.
- Create and deliver training programs for customer teams.
- Be part of the pooled model to answer customer questions and first-level triage.
- Execute onboarding and implementation for 80-100 accounts.
- Run periodic business reviews with key stakeholders.
- Partner with Sales on renewals and upsell opportunities.
- Document customer feedback and feature requests.
- Monitor customer metrics and usage patterns to identify opportunities for expanded adoption.

## Required Skills
- 3-5+ years of experience in customer success or similar customer-facing role within B2B SaaS, Mortgage, or Lending or fintech.
- Proven track record at early-stage startups (50-200 employees).
- Minimum 5 year tenure in previous positions, demonstrating stability and impact.
- Prior account management or customer management experience essential.
- Problem-solving capabilities.
- Outstanding communication skills with ability to explain product features, integrations and functionality to various audiences.
- Bachelor’s degree in Computer Science, Engineering, or related field (or equivalent experience).

## Success Metrics
- Customer retention and expansion rates.
- Time-to-value for new customers.
- Churn rate for your book of business.
- Product adoption metrics.
- Customer health scores.
- Revenue growth within accounts.

## Benefits
- Base salary: $80-100K.
- Healthcare coverage.
- PTO and remote work flexibility.
- Professional development opportunities.

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**Canonical:** https://hotfix.jobs/jobs/3aa11f39-d424-4e74-ab7c-23e6985efe2e