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TrueML is a mission-driven financial software company using machine learning to create better customer experiences for distressed borrowers. The company combines data science expertise with financial services industry knowledge to deliver digital-first, personalized solutions that adapt in real time to customer interactions.
As a Client Success Manager, you will own the full lifecycle of enterprise client relationships, driving retention, expansion, and pilot-to-contract conversions. Your core responsibilities include:
• Execute strategic account plans to maximize Gross and Net Revenue Retention, prevent logo churn, and identify opportunities to scale account placement volumes.
• Convert pilot programs into long-term commercial agreements by aligning clients on success criteria, tracking performance metrics, and building compelling ROI business cases.
• Conduct Monthly and Quarterly Business Reviews using consultative discovery to understand client business models, uncover unmet needs, and demonstrate measurable value.
• Build multithreaded partnerships with key decision-makers across executive, technical, operational, and procurement functions.
• Orchestrate cross-functional internal teams (Product, Engineering, Sales, Operations, Legal, Compliance) to solve complex client challenges and drive expansion initiatives.
• Monitor portfolio health metrics, identify renewal risks early, and maintain accurate revenue forecasts in Salesforce.
You will support a global, cross-functional business in a remote-first environment. Occasional flexibility outside standard business hours and travel for company meetings, training, and offsites may be required.
REQUIREMENTS:
• 5+ years of enterprise client success or account management experience in SaaS, fintech, financial services, payments, or debt collections.
• Strong grasp of recurring revenue models and proven success managing retention, expansion revenue, GRR, NRR, and pilot conversions.
• Ability to interpret complex performance data, build value-driven recommendations, and lead discussions with both technical operators and C-suite executives.
• Demonstrated excellence at orchestrating internal teams to deliver on client commitments without formal authority.
• Hands-on experience with Salesforce and client health monitoring platforms.
• Comfortable working in fast-paced environments and taking initiative.
