[Remote] Senior Customer Success Manager at TrueML

Indiana, United States

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, SaaSIndustries

Requirements

5+ years of experience as a Client Success Manager, Account Manager, or similar role, with a proven track record of managing and growing a portfolio of high-value, enterprise-level clients
Strategic leader who can confidently and persuasively engage with C-suite executives and senior leaders
Exceptional ability to solve complex, multi-faceted problems and lead cross-functional teams toward a common goal
Master communicator and presenter, capable of articulating complex value propositions and business outcomes with clarity and conviction
Commercially astute, with a deep understanding of business metrics, revenue drivers, and the financial impact of work
Thrives in a fast-paced environment and is a skilled mentor and leader who can elevate those around them

Responsibilities

Own a portfolio of largest and most strategic accounts, serving as a trusted advisor to senior executives and key stakeholders
Lead high-level Monthly Business Reviews (MBRs) and executive-level discussions to co-create long-term strategic roadmaps
Help clients leverage products to achieve enterprise-wide business transformation and competitive advantage
Anticipate and resolve complex client challenges, navigating technical, operational, and business issues
Proactively identify potential risks and orchestrate internal and external teams to address them
Serve as the primary escalation point for accounts, leading with a calm, decisive approach focused on long-term resolution
Ensure health, retention, and growth of portfolio, demonstrating and articulating ROI
Identify and pursue upsell and cross-sell opportunities, structuring deals and developing business cases aligned with client goals and revenue targets
Contribute to renewal strategy and process for the entire CSM team
Act as the principal voice of the customer, influencing product roadmaps and strategic business decisions
Mentor and guide junior CSMs, sharing best practices and elevating team capabilities
Lead cross-functional initiatives and foster collaboration across product, engineering, sales, and marketing for seamless client experience

Skills

Key technologies and capabilities for this role

Customer SuccessAccount ManagementStrategic PartnershipMonthly Business ReviewsExecutive AdvisoryRisk MitigationCommercial AcumenRevenue GrowthClient RetentionProblem-SolvingStakeholder ManagementBusiness Transformation

Questions & Answers

Common questions about this position

What experience is required for the Senior Customer Success Manager role?

You need 5+ years of experience as a Client Success Manager, Account Manager, or a similar role, with a proven track record of managing and growing a portfolio.

What are the main responsibilities of this position?

You'll own a portfolio of largest strategic accounts, serve as a trusted advisor to executives, lead Monthly Business Reviews, drive revenue growth through upsell opportunities, solve complex problems, and mentor junior CSMs.

Is this a remote position or does it require office work?

This information is not specified in the job description.

What is the salary or compensation for this role?

This information is not specified in the job description.

What makes a strong candidate for this Senior CSM position?

A strong candidate has 5+ years in client success or account management with proven portfolio growth, excels at executive-level strategic partnerships, complex problem-solving, revenue leadership, and cross-functional mentorship.

TrueML

Fintech solutions for debt collection and management

About TrueML

TrueML operates in the financial technology sector, focusing on enhancing the financial services experience for consumers. Its main product, TrueAccord, is a digital platform that streamlines debt collection and recovery, using intelligent technology to improve outcomes for businesses while ensuring a positive experience for consumers. TrueML also offers True Life Solutions, which includes consumer-facing tools like Engage, a communication platform that connects consumers with debt collectors and creditors, helping them manage and pay down debts. Unlike many competitors, TrueML emphasizes inclusivity and customer-friendliness in its approach to financial services. The company's goal is to make financial services accessible to everyone, regardless of their financial situation, and to transform the often challenging experience of managing debts into a more manageable and respectful process.

16011 College Blvd Suite 130, Lenexa, KS 66219, USAHeadquarters

2013Year Founded

$199.9MTotal Funding

VENTURE_UNKNOWNCompany Stage

Fintech, Financial ServicesIndustries

51-200Employees

Benefits

Unlimited Paid Time Off

Health Insurance

Dental Insurance

Vision Insurance

401(k) Company Match

401(k) Retirement Plan

Family Planning Benefits

Mental Health Support

Wellness Program

Risks

Emerging fintech startups may erode TrueML's market share with similar solutions.

Consumer privacy regulations like GDPR could impact TrueML's operations significantly.

Economic downturns may challenge TrueML's ability to recover debts effectively.

Differentiation

TrueML uses machine learning to personalize debt collection outreach across digital channels.

TrueAccord platform optimizes debt recovery while enhancing customer experience and brand loyalty.

True Life Solutions offers tools like Engage to help individuals manage and pay down debts.

Upsides

Retain product recovered $375 million in past-due balances since January 2023.

Thomas Overton's appointment as CTO enhances focus on machine learning capabilities.

Retain reduces operational costs by automating delinquency communications, increasing efficiency.

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