Sr. Client Success Manager

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.

What You'll Do:
Portfolio Ownership: Manage and grow a portfolio of roughly 15 strategic clients ranging from fintechs to enterprise organizations . Strategic Partnership: Serve as a trusted advisor by leading Executive Business Reviews and proactively recommending solutions that anticipate client needs . Commercial Growth: Drive the commercial success of your portfolio by owning customer retention, expansion strategies, and overall revenue growth . Subject Matter Expertise: Develop deep industry knowledge in areas like fintech lending, consumer engagement, and AI-enabled workflows to challenge assumptions and introduce new ideas . Executive Relationship Management: Build trusted relationships across multiple levels of client organizations to confidently facilitate executive conversations and influence strategic direction . Cross-Functional Leadership: Act as the voice of the customer internally, partnering with Product, Engineering, and Sales to remove roadblocks and drive continuous platform improvement . Success Planning: Monitor portfolio health through quantitative and qualitative metrics, building annual account plans to mitigate risks early .

Who You Are:
Experienced Partner: You bring proven experience managing strategic customer relationships within SaaS, fintech, financial services, or a similar consultative B2B environment . Intellectually Curious: You naturally think like a consultant, asking thoughtful questions to uncover underlying business challenges and priorities . Exceptional Communicator: You possess strong executive communication skills and can confidently navigate difficult conversations with empathy and professionalism . Commercially Minded: You have strong commercial acumen and genuinely enjoy identifying opportunities that create value for both the customer and the business . Highly Organized: You can independently prioritize multiple complex projects while maintaining a sharp attention to detail . Proactive Leader: You take internal ownership of outcomes without waiting to be asked and thrive in a collaborative, team-oriented culture .

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
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.