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Job Overview
Location
Miami, Oregon, USA
Job Type
Full-time
Category
Customer Success Manager
Date Posted
November 19, 2025
Full Job Description
đź“‹ Description
- • Own the post-sales technical relationship for a portfolio of enterprise Fintech and Financial Institution clients who rely on Truv’s Encompass platform to power their mortgage operations. You will be the single-threaded owner of technical success, guiding each customer from initial onboarding through long-term optimization and expansion.
- • Design and execute comprehensive technical account plans that map Encompass capabilities to each customer’s unique mortgage workflows, compliance mandates, and strategic growth objectives. These living documents will serve as the roadmap for every integration, customization, and performance milestone.
- • Lead end-to-end onboarding projects: configure Encompass environments, build custom fields and screens, map data schemas, set up API/SDK connections, and automate critical loan-origination workflows. You will coordinate internal engineering resources and customer technical teams to deliver on aggressive go-live timelines without compromising quality or security.
- • Deliver tailored training programs—live workshops, recorded demos, and self-paced documentation—that empower loan officers, underwriters, and system administrators to extract maximum value from Encompass features and integrated Truv services. Measure adoption through usage analytics and iterate on content to close knowledge gaps.
- • Act as the first line of defense for technical issues, performing root-cause analysis across Encompass configurations, third-party integrations, and client infrastructure. You will own incident response, coordinate hot-fix deployments, and communicate status transparently to both technical and executive stakeholders.
- • Conduct quarterly technical business reviews (QBRs) that evaluate pipeline health, data throughput, SLA compliance, and ROI metrics. Translate findings into actionable recommendations for workflow refinement, additional modules, or new product features that accelerate loan velocity and reduce cost per loan.
- • Partner with Product and Engineering to channel real-world customer feedback into the roadmap. You will write detailed feature requests, prioritize bugs, and beta-test new Encompass releases to ensure they meet enterprise-grade reliability and compliance standards.
- • Build and maintain a library of technical best practices, reusable configuration templates, and integration playbooks. These assets will scale your impact across the Customer Success organization and shorten ramp time for future hires.
- • Guide clients through mandatory Encompass updates, regulatory changes (e.g., UCD, ULDD, HMDA), and evolving investor guidelines. You will craft migration plans, test scripts, and rollback strategies that minimize disruption to live loan pipelines.
- • Champion a culture of continuous improvement by tracking KPIs such as time-to-first-loan, defect escape rate, and customer NPS. Use these insights to iterate on onboarding playbooks and influence Truv’s long-term platform strategy.
🎯 Requirements
- • 5+ years in technical customer success, solutions engineering, Encompass administration/development, or similar client-facing technical roles within B2B SaaS, mortgage technology, or lending operations.
- • Demonstrated success supporting enterprise mortgage clients in high-growth environments (50–200 employees), with a track record of building repeatable processes from scratch.
- • Stable tenure in previous roles (5+ years in prior positions) reflecting ownership and long-term impact.
- • Hands-on expertise with APIs, Encompass SDK, ICE Developer Connect APIs, LOS integrations, data mapping, and workflow automation.
- • Proven ability to manage strategic enterprise accounts, engage both technical and business stakeholders, and drive adoption of complex software configurations.
🏖️ Benefits
- • Competitive base salary of $130,000–$170,000 per year.
- • Remote-first culture with the flexibility to work from anywhere while staying connected to a mission-driven team.
- • Backed by $30M from top-tier investors like Kleiner Perkins and NYCA, ensuring strong financial runway and growth opportunities.
- • Leadership with experience from Apple, Carta, Venmo, MX, and Okta, offering unparalleled mentorship and career acceleration.
Skills & Technologies
Remote
About Truv Inc.
Truv Inc. offers an income and employment verification platform that connects lenders, background screeners, property managers, and others to real-time payroll data through APIs and a consumer-permissioned data network. Its system retrieves direct-deposit records, tax documents, employment history, and pay stubs from thousands of payroll providers, replacing manual paperwork and traditional credit bureau checks. The company serves mortgage, auto, personal loan, and tenant-screening markets to accelerate underwriting, reduce fraud, and improve user experience.
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