Customer Success Manager

  • TrueAccord
  • San Francisco, CA, USA
  • Mar 07, 2018
Full time Customer Service Other Sales / Business Development (excluding Retail)

Job Description

Customer Success Manager





Why work for TrueAccord?
Debt collection is broken. 77 Million Americans are influenced by debt collection every year, and their experience must be changed - to be more digital, relevant, and frictionless. This is why banks, lenders, and technology companies are coming to TrueAccord for help.

With us, they are reimagining what it means to help those in debt get to financial safe ground while paying up what they owe.

TrueAccord is a category-defining company. We combine a social mission, huge market, a proven team and traction + revenue. In five years, when we are a billion dollar company, competitors will try to imitate us and discover that our patented technology, tons of data and deep understanding of regulation are huge competitive advantages. Now is when we are building them. Come be a part of an organization you can grow with, help shape, and change the way a multi-billion dollar industry behaves and thinks.
Do you want to feel that you're making a real difference in the world and in people's lives?  TrueAccord is the place to do that. You are a multi-tasker extraordinaire; injecting order into chaotic environments is a known strength of yours. You think people are inherently good but may at times need help with making sound choices.  You are a creative, “can do” problem solver who also does not hesitate to insist on their opinion and push back to management when appropriate

The Role
TrueAccord is seeking an experienced Customer Success Manager to join our growing team. This position serves a critical function for TrueAccord as you are responsible for managing the relationship with our most important accounts, which include some of the world’s largest financial institutions.We are growing this team to serve as a strategic business partner to customers, facilitating not just their happiness but on-going success in working with TrueAccord.  We are seeking ambitious candidates who are excited about the opportunity to help grow the team and take on a leadership role.

*This is a not a sales role or quota carrying role.

Job Requirements:

  • Responsible for managing the daily tasks and strategic growth of TrueAccord’s clients
  • Exceed customer needs through proactive account management and diligent communication
  • Drive and implement scalable processes / procedures within the CS department
  • Manage the feedback loop which ensures our clients’ priorities are understood and influence the company’s decisionStrong sense of accountability for job function and expectations
  • Demonstrates the required competency to drive internal projects (build out of documentation, implementation of tools, etc.)
  • Communicate openly and honestly
  • Must demonstrate collaboration within the team and across the organization
  • Drive to develop a strong grasp of the debt collection process and industry guidelines


Primary Responsibilities:

  • Drive relationship management, communications, and overall success for TrueAccord’s enterprise clients
  • Partner with TrueAccord and the client’s leadership to drive strategic initiative
  • Build and maintain relationships with clients, helping to educate and enable their ability to realize the full value of working with TrueAccord
  • Interpret data and insights from TrueAccord’s services and platform to provide consultative guidance for clients
  • Create and deliver regular business reviews with clients to demonstrate the value they are receiving from working with TrueAccord

Secondary Responsibilities:

  • Proactively track and report on key performance metrics
  • Coach and mentor junior and less tenured team members
  • Play a role in providing product feedback
  • Bring a positive, collaborative, team-oriented attitude to the office and your customers every day!

Desired Skills & Experience:

  • 5-8 years of professional experience
  • 3+ years of client service, client success, or account management experience
  • 2+ years of working for a software / technology company
  • Demonstrable experience engaging clients as stakeholders on business relationships.
  • Professional temperament and excellent interpersonal skills.
  • Ability to translate data into business insights.
  • Awesome communication, presentation, and problem solving abilities.
  • Major bonus if candidate has client success or account management at a high-growth technology company, ideally in the FinTech space


At TrueAccord, we are determined and excited to invest in your growth and we believe in career growth and potential. Moreover, we encourage and believe that diversity leads to a better company and better products and we encourage you to apply and be a part of this!

Many companies talk about being disruptive, but TrueAccord is on the leading edge of integrating machine learning with a human based approach to assist both clients and consumers through a challenging financial process. With a world class leadership team, passionate and driven team members, and a diverse and growing client base, TrueAccord is well positioned to for continued success. We look forward to seeing your application!

*Please include a cover letter with your application.

When applying, please note that you saw the job posted on the NOVA Job Board. If you need help with your resumé, please see a NOVA Career Advisor.