Customer Success Director, Public Sector

Job description

**About Truv:** Truv is transforming the financial data industry with a secure and real-time API platform for payroll account access. Our technology streamlines income and employment verification, direct deposit switching, and more—eliminating outdated processes and unlocking greater financial opportunities. Backed by $30M from top investors like Kleiner Perkins and NYCA, we’re disrupting a $2B legacy market with cutting-edge innovation and a customer-first approach. Our leadership team brings expertise from industry giants like Apple, Carta, Venmo, MX, and Okta, driving the future of financial data access. **About the Job:** We are seeking a Customer Success Director to serve as a trusted advisor to our as a trusted advisor to our Public Sector clients. This role entails strong relationship management skills to drive product adoption, customer satisfaction, renewals, upsells and scaling business outcomes in a high-growth environment. ### What You’ll Do - Own the relationship with strategic accounts post-sales, serving as the primary point of contact for post go-live optimization. - Lead client onboarding and implementation with Technical Account Mangers, collaborating with customers’ teams for go-live and ongoing support. - Create and deliver training programs for customer teams. - Execute onboarding and implementation for 8-10 strategic accounts. - Run periodic in-person business reviews with key stakeholders. - Partner with Sales on renewals, upsell and cross-sell opportunities. - Collaborate with TAM's to support responses to RFP's and other formal procurement bid opportunities. - Document customer feedback, feature requests and customer satisfaction. - Drive adoption, monitor customer metrics and usage patterns to identify opportunities for expanded adoption. - Navigate government processes, procurement rules, budget cycles, data privacy/security reviews program and compliance requirements. ### Who You Are - 7-10+ years of experience in customer success or similar customer-facing role within government agencies, federal or state agencies. - Deep understanding of state and federal programs. Prior experience working with government agencies. - Prior experience with procurement and bidding process with the state and federal agencies. - Familiarity with data/security standards and compliance standards for state and federal agencies - Minimum 5 year tenure in previous positions, demonstrating stability and impact, preferably at a state or federal agency. - Able to handle client escalation and problem-solving capabilities. - Outstanding communication skills with ability to explain product features, integrations and functionality to various audiences. - Bachelor’s degree in Computer Science, Engineering, or related field (or equivalent experience). - Ability to travel up to 50%. ### Success Metrics: - Customer retention and expansion rates. - Time-to-value for new customers. - Churn rate for your book of business. - Product adoption metrics. - Customer health scores. - Revenue growth within accounts. ### Benefits: - Competitive salary and equity package. - Fully Remote. - Health, dental, and vision benefits. - 401(k) - Flexible time off. - Work with cutting-edge technology and innovative customers. - Learn from an experienced leadership team from top tech companies. - High-impact role with clear growth trajectory. - Opportunity to shape the future of financial data access.