What you’ll do:
- Own the activation, growth, and retention of Truv’s customers
- Become an expert in the full range of integration and configuration options for Truv’s products, and drive efficient, complete onboarding of new Truv customers at scale
- Build out Truv’s scaled Customer Success function to onboard new customers in less than 30 days and 3 touches
- Balance priorities and tasks supporting implementation, reactive support and proactive outreach
- Leverage data to drive adoption and success at scale
- Manage customer risk and bring internal stakeholders to support where required
- Assist with customer questions and aggregate feedback across the scaled customer base to drive meaningful product improvements
Metrics:
- Adoption & Usage
- Churn
- Net Revenue Retention
- Time to Implementation
- Time to Value
- Customer Health and Satisfaction
What would set you up for success:
- 3+ years of Customer Success experience, particularly in SaaS technology offerings at scale (data and mortgage tech preferred)
- A strong understanding of the Customer Success lifecycle and critical elements to driving client success
- Demonstrated experience building and executing customer touchpoints at scale
- Ability to master functional product expertise and build educational content for others
- Experience training customers remotely and at scale
- Ability to triage customer issues and manage to resolution with a cross-functional team
- Demonstrated experience with data platforms (and/or SQL) and using data analysis to drive impactful initiatives
- Experience in mortgage and/or consumer lending technology or operations
- Previous experience at a relevant startup where you were learned how to solve problems quickly, iterate and scale
Ready to apply for this role?
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