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.

About This Role: 

As a Senior Client Success Manager, you will serve as the strategic and commercial owner of a portfolio of ~15 enterprise clients across fintech and major financial institutions. Joining as a high-impact individual contributor, your critical goal is to protect and expand client account value by driving product adoption, managing renewals, converting pilots into long-term partnerships, and delivering durable revenue growth for TrueML.

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

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.