VP of Customer Success

Job description

If you are a customer success leader who has ever asked yourself, “How can I use my expertise to make the world a better place?”, True Link’s VP of Customer Success might be just the role for you. You will have the opportunity to take True Link’s customer success program to the next level, represent the company in its most important partner relationships, and lead the implementation of new programs and services. You’ll work across all teams at the company to operationalize new and improved policies that will impact every area of the business. This is a high-visibility role, in which you will be a key member of the executive team, while also having a high level of autonomy in your day-to-day work.

In this role you will:

  • Continue to create a company-wide culture of Customer Success and align with Executive Team on key business objectives.
  • Define operational metrics and benchmarks to measure customer health (adoption, usage, satisfaction, retention, etc.).
  • Optimize and manage customer on-boarding, training, implementation, renewals and retention activities and processes for Customer Success, Professional Services, and Customer Care teams.
  • Manage a customer support team (phone and email) in multiple US locations.
  • Scale customer success operations by adopting customer success management, predictive analytics, business intelligence, and customer support technologies.
  • Drive new business growth through expansion and up-sell initiatives.
  • Align with Sales and Marketing to develop sales qualification, vertical specialization, customer retention, advocacy programs, and customer communications.
  • Work alongside Product and Operations teams to improve True Link’s services and product offerings.
  • Create a company-wide customer feedback process to drive cross-department business initiatives.

You are a:

  • Strategist – You can navigate through a complex landscape, focusing on the key opportunities and points of failure, without letting the details cause you to lose sight of the ultimate goals.
  • Customer Success expert – You have a deep understanding of what it takes to lead a world-class financial services customer support and success team – the good, the bad, and the ugly.
  • Relationship builder – The job relies on trust. You build trust-based relationships with partners and the internal team. All parties know they can trust you to meet their needs, execute from a place of deep expertise, and communicate respectfully and honestly.
  • Hard worker – You are an outstanding individual contributor, as well as a manager and leader. You like digging into the details and take pride in producing excellent work products, especially policies, procedures, and controls.
  • Fast mover – You wake up every morning with a sense of urgency and love operating in fast-paced environment, where decisions are wise and thoughtful and actions are always fast and efficient.


About True Link

We are a mission-driven, venture-backed startup growing quickly into a large financial enterprise. We solve complex, life-changing problems for older adults, people with disabilities, and people recovering from addiction, all of whom are often neglected by the financial services industry.

It is an honor to wake up in the morning knowing that we have a profound impact on our customers’ lives, whether it’s our True Link Prepaid Visa Card saving a retiree from losing thousands of dollars of his savings to scams and fraud or our best-in-class Trust Solutions platform helping a guardian manage her client’s disbursements and long-term spending plan.

If you are a high-performing person who wants to join a diverse, inclusive team and use your skills to make a real impact in people’s lives, we invite you to apply to join our San Francisco-based team. (TL DR: No bozos, no jerks.)

Click here to view all open positions. 

The Perks

  • Competitive salary
  • Early-stage equity
  • Medical, dental, and vision coverage
  • Free catered lunch
  • Annual team retreat and fun team outings
  • Parent-friendly
  • Flexible hours and great vacation benefits
  • Nap room and stocked kitchen
  • Infinite possibilities to lead
  • Dog-friendly office!