Customer Success Manager, Mid-Market

As a Customer Success Manager at Truv, you will be responsible for managing relationships with assigned mid-market accounts, leading client onboarding, ensuring smooth implementation, and providing ongoing training and support. Your role includes performing periodic business reviews, assisting with renewals, and documenting customer feedback to drive product development.

To be successful as a Customer Success Manager at Truv, candidates should have 2-3+ years of experience in a customer-facing role, ideally within B2B SaaS, fintech, or related fields. A bachelor's degree in Computer Science, Engineering, or a similar discipline, along with strong communication skills and a proven track record in customer account management, is essential.

Success for a Customer Success Manager at Truv is measured through metrics such as customer retention rates, product adoption, and overall customer satisfaction. You'll monitor usage patterns and work to improve customer health scores, aiming for meaningful revenue growth and a reduction in churn rates.

Truv provides a competitive benefits package for a Customer Success Manager, including a base salary of $70-80K, healthcare coverage, PTO, and flexible remote work options. Additionally, there's a strong emphasis on professional development and potential growth into more technical roles within the company.

At Truv, we empower our Customer Success Managers by offering exposure to API products and technical customer management strategies, providing a solid foundation for transitioning into technical roles such as Technical Account Manager, thereby enhancing your career trajectory.

To define customer success for my accounts, I would emphasize strong product adoption, client satisfaction, and measurable business outcomes, ensuring that each client's needs are met effectively and that they're deriving maximum value from our services.

In a previous role, a key client was facing integration issues with our product. I facilitated a series of targeted meetings between technical teams to simplify the onboarding process and ultimately turned the client’s experience around through consistent communication and prompt solutions.

I prioritize tasks by assessing urgency and impact—focusing first on accounts with immediate needs or high impact tasks. Using time management tools, I ensure that I allocate my time effectively while maintaining regular communication with all clients.

To drive product adoption, I recommend tailored training sessions, regular follow-ups on product use, and sharing best practices with clients to highlight how they can maximize value. Customer feedback sessions can also provide insights to refine efforts.

In my experience with onboarding clients in SaaS, I focus on structured plans that include setting clear expectations, guiding them through configurations, and offering hands-on training. This helps to ensure a smooth transition and fosters confidence in using the product.

Important metrics for measuring customer health include customer satisfaction scores, product usage analytics, renewal rates, and feedback from regular business reviews, as they provide a holistic view of client engagement and potential for growth.

I actively promote an open feedback culture, ensuring that clients feel heard. After gathering input, I prioritize feature requests based on common themes and work collaboratively with our product team to integrate valuable insights into future development.

Key attributes for a successful Customer Success Manager include strong communication skills, empathy, problem-solving capabilities, and a proactive nature—each playing a crucial role in building lasting relationships and ensuring client satisfaction.

When approaching the renewal process, I believe in starting early—reviewing account metrics and holding discussions about future goals and needs. This sets the stage for a smooth renewal conversation by highlighting the value they have received.

My process involves preparing comprehensive reports on account metrics and feedback, scheduling regular meetings to discuss outcomes, and listening closely to client insights to ensure their evolving needs are met and to forge stronger relationships.