Customer Success Manager

Responsibilities

• Own a portfolio of Truemed merchant partners across health and wellness verticals, managing the full lifecycle from onboarding through ongoing optimization.
• Serve as the primary point of contact for merchants, building strong relationships with key stakeholders and providing responsive, high-quality support.
• Partner with growth marketing team to develop and execute co-marketing initiatives that drive consumer awareness and HSA/FSA adoption.
• Analyze merchant performance data (transaction volume, conversion rates, campaign results) to identify optimization opportunities and build data-driven growth plans.
• Proactively monitor merchant health, identify risks, and develop action plans to improve engagement and retention.
• Manage multiple merchant accounts, staying organized across onboarding timelines, campaign launches, and check-ins.
• Collaborate cross-functionally with Sales, Product, Solutions Engineering, and Growth to resolve issues and surface product feedback.
• Identify expansion opportunities within portfolio.
• Contribute to scalable CS processes, playbooks, and templates.

Requirements

• 3-4+ years of experience in Customer Success, Account Management (ideally in e-commerce, DTC, marketplace, or SaaS).
• Experience managing a portfolio of merchant or brand partner accounts through activation and ongoing engagement.
• Strong analytical skills; comfortable with performance data, spreadsheets, and reporting tools.
• Excellent written and verbal communication skills.
• Demonstrated ability to manage multiple accounts and competing priorities.
• Strong organizational skills.
• Experience working cross-functionally with Sales, Marketing, Product, or Engineering teams.
• Track record of building strong partner or client relationships that drive retention and growth.

Nice to Haves

• Experience in health and wellness, fitness, nutrition, or supplement verticals.
• Background in fintech, healthtech, or regulated/compliance-driven workflows (HSA/FSA experience a plus).
• Familiarity with e-commerce platforms (Shopify) and payment infrastructure.
• Experience with CRM tools (HubSpot) and analytics platforms (Omni, Looker, Tableau).
• Experience supporting or executing co-marketing campaigns with partners.

Compensation & Benefits

• Comp and equity in the top decile for Series A startups.
• Comprehensive medical, dental, and vision insurance with employer sponsored HSA contributions.
• 401(k).
• Unlimited PTO.
• Coworking stipend.
• L&D Stipend.
• 2x/year company offsites and 2x/year team offsite.