Customer Success Manager

Job description

**About Truemed** Our mission is to reverse chronic illness back to 1970s levels and make Americans healthy again. We will do this by shifting hundreds of billions of dollars away from our current broken healthcare system, and towards effective lifestyle interventions and prevention. Today's healthcare system spends less than 3% of the $4.3T in annual spending on prevention. This has to change. Today, 95% of all medical costs go to treating illness. Our goal is to empower people to invest in healthy habits today rather than treating illness in the future. We do this by supporting these 5 habits that research shows are tied to significantly improved health outcomes: 1. Eating healthy food 2. Getting an adequate quantity and quality of sleep 3. Increasing movement and exercise and reducing sedentary behavior 4. Reducing chronic stress 5. Increasing sunlight and minimizing environmental toxins Truemed enables patients to use pretax HSA/FSA funds to buy healthy food, exercise equipment, and supplements. We support brands like Peloton, Eight Sleep, Momentous, and hundreds of others. We're building the infrastructure that allows health and wellness merchants to accept the $150+ billion tied up in HSA and FSA accounts. By allowing consumers to spend these pre-tax dollars on goods that make them healthier, we'll incentivize consumers to invest in their health and begin to reverse the explosion in chronic illness that's plagued the US for the last 50 years. **Why This Role Matters** • Truemed's merchant network is growing rapidly across health and wellness verticals — fitness equipment, supplements, nutrition, recovery, sleep, and beyond. Each merchant that launches with Truemed needs hands-on guidance through onboarding, activation, and ongoing optimization to unlock the full value of HSA/FSA purchasing for their customers. • The Customer Success Manager is the merchant's primary partner at Truemed. This role ensures that partners are onboarded efficiently, activated successfully, and supported with the data, campaigns, and co-marketing strategies that drive transaction volume and long-term retention. As Truemed's merchant base scales, this role becomes the foundation of our partner experience. **About the Role** • We are hiring a Customer Success Manager to own and grow a portfolio of Truemed merchant partners across the full merchant lifecycle — from onboarding and technical activation through ongoing engagement, co-marketing support, and performance optimization. • Your portfolio will include a mix of mid-market and growth-stage health and wellness brands integrating Truemed into their checkout flows to accept HSA/FSA payments. • Day-to-day, you will serve as the primary point of contact for your merchants — guiding them through implementation, coordinating co-marketing efforts with Truemed's growth marketing team, analyzing performance data to identify growth opportunities, and ensuring every partner is positioned to drive meaningful HSA/FSA transaction volume. • This role reports to the Head of Customer Success and works cross-functionally with Sales, Marketing, Growth, Product, and Solutions Engineering. You will collaborate closely with the Sr. CSM team on shared playbooks, processes, and best practices. • This is a hands-on role for someone who is organized, analytical, and genuinely passionate about helping merchants succeed while uncovering new revenue opportunities for Truemed. **What You'll Do** • Own a portfolio of Truemed merchant partners across health and wellness verticals, managing the full lifecycle from onboarding through ongoing optimization. • Serve as the primary point of contact for your merchants, building strong relationships with key stakeholders and providing responsive, high-quality support. • Partner with Truemed's growth marketing team to develop and execute co-marketing initiatives that drive consumer awareness and HSA/FSA adoption on merchant sites. • Analyze merchant performance data — transaction volume, conversion rates, campaign results — to identify optimization opportunities and build data-driven growth plans. • Proactively monitor merchant health across your portfolio, identifying risks early and developing action plans to improve engagement and retention. • Manage multiple merchant accounts simultaneously, staying organized across onboarding timelines, campaign launches, and ongoing check-ins. • Collaborate cross-functionally with Sales, Product, Solutions Engineering, and Growth to resolve merchant issues and surface product feedback. • Identify expansion opportunities within your portfolio — additional product lines, deeper co-marketing commitments, and new use cases. • Contribute to the development of scalable CS processes, playbooks, and templates that improve efficiency and consistency across the team. **What Success Looks Like** • Partner engagement is high — merchants are responsive, participating in co-marketing initiatives, and actively growing their HSA/FSA transaction volume. • You are consistently identifying and acting on optimization opportunities using performance data. • Merchant retention across your portfolio is strong, with partners viewing Truemed as a valuable growth channel. • Cross-functional teams receive timely, actionable feedback from your merchant interactions. • You are contributing to scalable CS processes that improve the team's ability to serve a growing merchant base. **Who You Are** • A relationship builder who earns trust quickly and communicates with clarity and warmth. • Organized and detail-oriented — you can manage a portfolio of accounts without letting things slip through the cracks. • Analytical — you are comfortable working with data, building reports, and translating metrics into actionable insights. • A proactive problem-solver who takes ownership of merchant issues and follows through to resolution. • An effective communicator who can engage with merchant teams, brief internal stakeholders, and present performance updates with confidence. • Collaborative — you thrive in cross-functional environments and enjoy working across Sales, Marketing, Product, and Engineering. • Comfortable in a fast-paced startup environment where priorities shift and ownership is expected. • Mission-driven — you believe in what Truemed is building and want to help merchants and consumers benefit from it. **Qualifications** • 3–4+ years of experience in Customer Success or Account Management, ideally in e-commerce, DTC, marketplace, or SaaS. **Compensation and Benefits** • Comp and equity in the top decile for Series A startups • Comprehensive medical, dental, and vision insurance with employer sponsored HSA contributions • 401(k) • Unlimited PTO • Coworking stipend • L&D Stipend • 2x/year company offsites and 2x/year team offsite **Location** • Los Angeles preferred / SF / Austin // Hybrid