People Matter

Customer Success Manager, Mid Market (Tenant)

Truework

Truework

Customer Service, Sales & Business Development
San Francisco, CA, USA
Posted on Wednesday, July 3, 2024

Truework is on a mission to create trust in every financial transaction. Our core product, Truework Income, provides access to crucial employment and income information needed for mortgage loans, apartment rentals, background checks and the like. We are disrupting a $5B+ industry, previously controlled by legacy credit agencies, with a better product and intense customer focus. We handle hundreds of thousands of income and employment verifications every month, and continue to grow our market share in the mortgage lending and tenant screening markets.

Truework is on a mission to create trust in every financial transaction. Our core product, Truework Income, provides access to crucial employment and income information needed for mortgage loans, apartment rentals, and the like. We are disrupting a $5B+ industry, previously controlled by legacy credit agencies, with a better product and intense customer focus. We handle hundreds of thousands of income and employment verifications every month, and continue to grow our market share in the mortgage lending and tenant screening markets.

We are looking for a Mid-Market Customer Success Manager to join our team specifically to own a new market, Tenant!

Customer Success is a core part of our operating model at Truework and in line with our mission to Create Trust in Every Financial Transaction, our CSMs are on the front-lines, delivering a high-touch customer experience, performing key account management duties across adoption, training, and ongoing customer success tactics. The primary goal of this CSM role is to ensure that Truework meets the needs of our tenant customers, helping them see and achieve their organizational goals through the use of our solution.

At Truework, you would be responsible for:

  • Own the entire post sales customer lifecycle from onboarding to growth and renewals. Build and drive strong relationships with your book of business by demonstrating product value, industry expertise, and delightful customer service. Utilize data to help drive meaningful conversations with both internal and external stakeholders.
  • Develop and share best practices with team members to continually improve the quality, effectiveness, and efficiency of our processes.
  • Represent the voice of the customer to Product on what enhancements are needed to continue to drive innovation and improvement as we enter a new market.

What we’re looking for:

  • Bachelor’s degree with 2-3 years of experience in customer success or account management working with mid-market accounts.
  • Excellent communication skills with an aptitude for providing clear and articulate directions at all levels of an organization (technical, business, and C-level)
  • Strong customer-facing and presentation skills with the ability to establish credibility with executives
  • Self-starter, ability to adapt with dynamic environment with high energy
  • Excellent project management skills, ability to stay organized and high attention to detail
  • Experience with Salesforce and Looker is a plus
  • Location preference of San Francisco and in office at least 2x a week

About your team at Truework and who you will work with:

  • Manager: Kendall Feezor, Customer Success Team Lead
  • Team:
    • Pheabe Chen, GTM Lead for Tenant
    • Felicia Lee is our VP of Technical Services and heads up the Implementations and Customer Success teams at Truework. Your immediate team will be the Implementations and Customer Success teams, but this role is highly cross functional and working with all functions of GTM and EPD are required.

Cash Compensation:

Our cash compensation for this role is targeted at $115,000 - $145,000 for candidates based in San Francisco. Final offer amounts are determined by multiple factors including candidate expertise and may vary from the amounts listed above.

Benefits

  • Flexible PTO policy
  • Learning & Development stipend
  • Health, Dental, Vision
  • Life insurance, STD, LTD
  • HRA for Family Planning
  • Equity
  • TruePerks
  • Commuter, FSA, HSA
  • 401K plan

Truework is proud to be an equal opportunity employer. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex (including pregnancy, childbirth, or related medical conditions), marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation, or other applicable legally protected characteristic. Truework considers qualified applicants with criminal histories, consistent with applicable federal, state and local law. Truework is also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, please let your recruiter know. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.

Truework is proud to be an Affirmative Action, Equal Opportunity Employer. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex (including pregnancy, childbirth, or related medical conditions), marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation, or other applicable legally protected characteristic. Truework considers qualified applicants with criminal histories, consistent with applicable federal, state and local law. Truework is also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, please let your recruiter know. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.