TrueML

Customer Success Manager

• Serve as the strategic and commercial owner of a portfolio of approximately 15 enterprise clients across fintech and major financial institutions
• Drive portfolio retention and expansion through strategic account plans
• Maximize Gross and Net Revenue Retention, prevent logo churn, and identify opportunities to scale account placement volumes
• Convert pilots into long-term commercial agreements by aligning clients on success criteria and tracking performance metrics
• Conduct monthly and quarterly business reviews
• Use consultative discovery to understand client business models and demonstrate measurable ROI
• Build trusted relationships with executive, technical, operational, and procurement stakeholders
• Collaborate with Product, Engineering, Sales, Operations, Legal, and Compliance
• Monitor portfolio health metrics and identify renewal risks
• Maintain accurate forecasts for revenue, expansions, and pilot conversions in Salesforce
• Drive product adoption, manage renewals, convert pilots into long-term partnerships, and deliver durable revenue growth

Client Success Manager

Compliance

• Lead daily operations of the Compliance Management System (CMS)
• Conduct annual risk assessments and maintain the Risk & Control library in the GRC platform
• Coordinate end-to-end audit fieldwork for ISO 27001 and PCI-DSS certifications and client examinations
• Supervise timely completion of Due Diligence Questionnaires (DDQs)
• Manage Payment Portal compliance, including KYB onboarding, transaction monitoring, Nacha rules, and card network compliance
• Execute continuous monitoring across FDCPA, TCPA, Reg F, and BSA/AML frameworks
• Validate root-cause corrective action plans
• Directly supervise, mentor, and distribute daily workloads for compliance specialists and analysts
• Maintain accountability for team SLAs
• Administer Jira Service Management, AuditBoard, Confluence, and Responsive
• Maintain executive KPI/KRI dashboards
• Report to the Director of Compliance & Risk
• Ensure AI-driven SaaS platforms meet regulatory standards

Client Success Manager

Manager, Compliance & Risk