Client Success Manager

Job description

### Why TrueML? TrueML is a mission-driven financial software company that aims to create better customer experiences for distressed borrowers. Consumers today want personal, digital-first experiences that align with their lifestyles, especially when it comes to managing finances. TrueML’s approach uses machine learning to engage each customer digitally and adjust strategies in real time in response to their interactions. The TrueML team includes inspired data scientists, financial services industry experts and customer experience fanatics building technology to serve people in a way that recognizes their unique needs and preferences as human beings and endeavoring toward ensuring nobody gets locked out of the financial system. ### **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.