Customer Success Director, Public Sector

About Truv:

Truv is transforming the financial data industry with a secure and real-time API platform for payroll account access. Our technology streamlines income and employment verification, direct deposit switching, and more-eliminating outdated processes and unlocking greater financial opportunities. Backed by $30M from top investors like Kleiner Perkins and NYCA, we’re disrupting a $2B legacy market with cutting-edge innovation and a customer-first approach. Our leadership team brings expertise from industry giants like Apple, Carta, Venmo, MX, and Okta, driving the future of financial data access.

About the Job:

We are seeking a Customer Success Director to serve as a trusted advisor to our as a trusted advisor to our Public Sector clients. This role entails strong relationship management skills to drive product adoption, customer satisfaction, renewals, upsells and scaling business outcomes in a high-growth environment.

What You’ll Do

• Own the relationship with strategic accounts post-sales, serving as the primary point of contact for post go-live optimization.
• Lead client onboarding and implementation with Technical Account Mangers, collaborating with customers’ teams for go-live and ongoing support.
• Create and deliver training programs for customer teams.
• Execute onboarding and implementation for 8-10 strategic accounts.
• Run periodic in-person business reviews with key stakeholders.
• Partner with Sales on renewals, upsell and cross-sell opportunities.
• Collaborate with TAM's to support responses to RFP's and other formal procurement bid opportunities.
• Document customer feedback, feature requests and customer satisfaction.
• Drive adoption, monitor customer metrics and usage patterns to identify opportunities for expanded adoption.
• Navigate government processes, procurement rules, budget cycles, data privacy/security reviews program and compliance requirements.

Who You Are

• 7-10+ years of experience in customer success or similar customer-facing role within government agencies, federal or state agencies.
• Deep understanding of state and federal programs. Prior experience working with government agencies.
• Prior experience with procurement and bidding process with the state and federal agencies.
• Familiarity with data/security standards and compliance standards for state and federal agencies
• Minimum 5 year tenure in previous positions, demonstrating stability and impact, preferably at a state or federal agency.
• Able to handle client escalation and problem-solving capabilities.
• Outstanding communication skills with ability to explain product features, integrations and functionality to various audiences.
• Bachelor’s degree in Computer Science, Engineering, or related field (or equivalent experience).
• Ability to travel up to 50%.

Success Metrics:

• Customer retention and expansion rates.
• Time-to-value for new customers.
• Churn rate for your book of business.
• Product adoption metrics.
• Customer health scores.
• Revenue growth within accounts.

Benefits:

• Competitive salary and equity package.
• Fully Remote.
• Health, dental, and vision benefits.
• 401(k)
• Flexible time off.
• Work with cutting-edge technology and innovative customers.
• Learn from an experienced leadership team from top tech companies.
• High-impact role with clear growth trajectory.
• Opportunity to shape the future of financial data access.