Client Success Manager

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 the job involves

• 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
• 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
• 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

Benefits

• Everything you need to work remotely
• Unlimited PTO
• Medical/dental/vision insurance
• 401k through Charles Schwab with employer contribution matches
• Flexible Spending Account & Limited FSA
• Short + long term disability, company paid life insurance
• Family-friendly maternity and paternity leave
• Employee assistance program (EAP) via Claremont
• Wellness Coach for you and 5 family members
• PerkSpot discount program
• Paid time off to do volunteer work in your community