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Director of Customer Success Management en Truv

Truv · Miami, Estados Unidos De América · Remote

150.000,00 US$  -  190.000,00 US$

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About Truv

Truv is transforming the financial data industry with a secure and real-time API platform for payroll account access. Our technology streamlines income and employment verification, direct deposit switching, and more—eliminating outdated processes and unlocking greater financial opportunities. Backed by $30M from top investors like Kleiner Perkins and NYCA, we’re disrupting a $2B legacy market with cutting-edge innovation and a customer-first approach. Our leadership team brings expertise from industry giants like Apple, Carta, Venmo, MX, and Okta, driving the future of financial data access.

Role Overview

We are seeking a Director of Customer Success Management to lead and scale our Customer Success function. In this role, you will oversee a team of Customer Success Managers, driving strategy, execution, and customer outcomes across mid-market and enterprise portfolios. You will serve as a trusted advisor to executives at our client organizations while coaching your team to deliver world-class onboarding, adoption, and retention experiences.

This is a high-visibility leadership role that directly impacts revenue growth, customer satisfaction, and the long-term success of Truv’s client base.


Base Salary Range


Key Responsibilities
  • Build, lead, and mentor a high-performing team of Customer Success Managers.
  • Execute the Customer Success strategy aligned with company goals.
  • Establish and execute on playbooks for customer onboarding, adoption, renewals, and expansions.
  • Oversee the customer lifecycle across mid-market and enterprise accounts, ensuring retention, growth, and long-term advocacy.
  • Partner with Sales, Product, and Support to deliver seamless experiences.
  • Conduct executive business reviews and act as an escalation point for key customers.
  • Drive renewal strategy and expansion opportunities in collaboration with Sales.
  • Own customer health metrics and forecast churn and renewal risk.
  • Align CSM efforts with revenue goals, including upsell and cross-sell initiatives.
  • Implement systems, KPIs, and analytics to measure customer health and team performance.
  • Unblock customer issues and drive QBR’s and expansion efforts
  • Optimize processes and tools to scale Customer Success efficiently.


    • Required Qualifications
  • 7+ years of experience in Customer Success, Account Management, or related functions within B2B SaaS or fintech.
  • 3+ years of people management, successfully building and scaling success or post sales functions.
  • Track record of driving measurable improvements in usage, customer retention, expansion, and satisfaction.
  • Ability to execute at a hyper growth environment with relationship-building skills, presentation skills and excellent communication.
  • Experience working with mid-market and enterprise accounts ($100K+ ARR).
  • Background in fintech, lending, payroll, or data APIs strongly preferred.
  • Bachelor’s degree in Business, Engineering, or a related field.


    • Success Metrics
  • Net Revenue Retention (NRR) across portfolio
  • Churn and downsell rates
  • Product adoption and usage metrics
  • Time-to-value for new customers
  • Customer Satisfaction (CSAT/NPS) scores
  • CSM team performance and employee engagement


    • Compensation & Benefits
  • Competitive base salary with performance bonus
  • Equity participation in a fast-growing venture-backed company
  • Full healthcare coverage (medical, dental, vision)
  • Remote flexibility and generous PTO
  • Professional development budget and growth opportunities
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