Lead Customer Success Manager - Payments

Join Triumph! At Triumph, our vision is a world where freight transactions are accurate and seamless on the most modern and secure freight transaction network. That’s why we’re looking for passionate, innovative, solutions-oriented people to join our team. We thrive on providing exceptional customer service and we look for team members with an entrepreneurial spirit and a passion to build successful partnerships with our clients. Because at the end of the day our goal is to help our partners businesses run better. Position Summary: Reporting to the Manager, Customer Success, the Lead Customer Success Manager is responsible for managing a portfolio of client relationships for freight brokers leveraging a suite of products. The Lead Customer Success Manager is responsible for ensuring our customers achieve their goals and receive maximum value from our products and services. You will serve as a trusted advisor, helping clients navigate their journey with us and ensuring a positive, long-term partnership. This role oversees a select group of strategic accounts or a customer segment. Operates with full autonomy, mentors team members, and influences broader customer success strategy and practices. ESSENTIAL DUTIES & RESPONSIBILITIES Guide new customers through onboarding, ensuring a smooth and successful transition into Triumph’s services. Conduct regular check-ins and review meetings to assess progress, share insights, and reinforce value. Monitor customer satisfaction and engagement, proactively addressing issues or concerns to maintain high levels of client satisfaction. Maintain high client satisfaction scores, including Net Promoter Score (NPS) and other feedback mechanisms. Build strong, lasting relationships with clients by understanding their goals and aligning Triumph’s solutions to meet evolving needs. Drive account retention by consistently delivering value and managing relationships with care and responsiveness. Monitor and improve account health metrics such as engagement, product adoption, and issue resolution timelines. Identify opportunities for growth and expansion within existing accounts, including upselling and cross-selling aligned with customer needs. Contribute to Customer Success business development activities, including lead generation, referrals, and strategic outreach in collaboration with sales and marketing teams. Collaborate with internal teams to advocate customer needs and enhance the overall customer experience. Maintain accurate records of customer interactions, feedback, and progress using CRM tools. Mentor and support Customer Success team members, sharing best practices, providing guidance, and fostering a collaborative team environment. Performs other duties as assigned. EXPERIENCE & EDUCATION The successful candidate will possess strong customer success and relationship management skills. Bachelor’s degree in Business, Communications, or a related field. 5–7 years of experience in customer success, account management, or a client-facing role, with demonstrated success in mentoring others and managing strategic accounts. Experience using CRM systems (e.g., Salesforce) or similar tools. SKILLS & ABILITIES REQUIRED Proficient in Microsoft Office suite of products. Strong ability to interpret data and apply insights to customer success strategies, familiarity with basic quantitative reasoning and performance metrics. Strong executive presence, negotiation, and presentation skills. Strong interpersonal and communication skills, with a customer-first mindset. Demonstrates emotional intelligence by empathizing with customers and colleagues, actively engaging with their challenges, and approaching problem-solving with ownership and care. Demonstrates curiosity and active listening, using open-ended questions to uncover customer needs and build meaningful understanding. Builds trust-based relationships with customers, positioning themselves as a strategic advisor and reliable partner. Delivers personalized experiences tailored to each customer’s unique goals, challenges, and preferences. Engages in collaborative problem-solving, focusing on customer outcomes rather than product promotion. Results-oriented with grit, and ability to problem solve through challenging and complex situations. Ability to manage multiple priorities and work effectively in a collaborative environment. WORK ENVIRONMENT The work environment characteristics described here maybe encountered while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Moderate noise (i.e. business office with computers, phone, and printers, light traffic). Ability to work in a confined area. Ability to sit at a computer terminal for an extended period of time. Occasional stooping or kneeling may be necessary. While performing the duties of this job, the employee is regularly required to stand, sit, talk, hear and use hands and fingers to operate a computer keyboard and telephone. Specific vision abilities are required by this job due to computer work. Regular, predictable attendance is required. Frequent travel to client visits is required - up to 50% We offer Medical, Dental, Vision, Paid Time Off, 401k and much more. Go on. Do it. Apply Today! OUR BUSINESS Triumph is a financial and technology company focused on payments, factoring, intelligence and banking. We are pioneering solutions that serve the transportation industry. Through the Triumph brand, our customers gain unrivaled efficiency, transparent and secure transactions, and improved access to working capital. Through TBK Bank, we provide personal and business banking solutions that strengthen local communities and fortify our transportation business. We create value by driving businesses and communities of all sizes toward the future. We are proud to be an equal opportunity employer and we do not discriminate in recruitment, hiring, training, promotion, or other employment practices on the basis of age, race, gender, color, religion, national origin, disability, sexual orientation, veteran status, or any other basis that is prohibited by federal, state or local law. As a member of the Triumph team, you’re at the heart of an innovative, forward-thinking company that values collaboration, creativity and continuous learning. You’re not just an employee — you’re part of a team shaping the future. Being part of Triumph means striving for excellence while delivering with humility. OUR CORE VALUES Our long-standing core values are based on sound business practices and biblical principles. They flourish in our culture which helps our team members thrive, our customers succeed and our communities prosper. We commit ourselves to: Transparency Respect Invest for the future Unique is good Mission is more than money People make the difference Humility FOCUS ON SERVING OTHERS At Triumph, we strive to do the most good in the areas of greatest needs through our philanthropic endeavors. Our philanthropic vision is centered on four areas: Advocating for safety and justice Providing access to basic needs Supporting families Transforming communities