Client Success Manager

Trueml; Butlerville (IN); On-site; USD 90,000 - 130,000; Full time

Job summary

TrueML is a mission-driven financial software company focused on delivering personalized, digital-first experiences to distressed borrowers. We are seeking an experienced Enterprise CSM to drive retention and expansion in a SaaS environment, collaborating with product, engineering, and sales teams to maximize ROI for large, complex clients.

You will lead discovery and business reviews, convert pilots to long-term contracts, and manage cross-functional partnerships with executives across client

Qualifications

• 5+ years of enterprise client success or account management in SaaS, fintech, or financial services.
• Strong grasp of recurring revenue models, GRR, NRR, and pilot conversions.
• Able to interpret performance data and present value-driven recommendations to executives.

Responsibilities

• Drive portfolio retention and expansion by executing strategic account plans.
• Convert pilots into long-term contracts through compelling business cases.
• Lead monthly and quarterly business reviews with clients to showcase ROI.
• Build trusted relationships with executives across client organizations.
• Coordinate with Product, Engineering, Sales, Operations, Legal and Compliance to meet client needs.
• Maintain accurate revenue forecasts and monitor portfolio health in Salesforce.

Skills

Enterprise account management

Customer success

SaaS metrics & analytics

Executive stakeholder management

Salesforce proficiency

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.

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.