Customer Success Manager

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.