Senior Customer Success Manager

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 Senior Customer Success Manager is responsible for managing a portfolio of strategic client relationships for freight brokers leveraging Triumph’s suite of products. The Sr. CSM ensures customers achieve their goals, realize value from our solutions, and maintain a strong, ongoing partnership. This role requires proactive engagement, consultative problem-solving, and a deep understanding of customer needs to drive satisfaction, retention, and growth. This role owns a smaller portfolio of high-value or complex accounts. Leads strategic engagement and success planning with minimal oversight, contributing to retention and growth initiatives. 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. Collaborate with internal teams to advocate for customer needs and enhance the overall customer experience. Maintain accurate records of customer interactions, feedback, and progress using CRM tools. Contribute to Customer Success business development activities, including lead generation, referrals, and strategic outreach in collaboration with sales and marketing teams. Perform 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. 3–5 years of experience in customer success, account management, or a client-facing role, with demonstrated success managing strategic accounts. Experience using CRM systems (e.g., Salesforce) or similar tools. SKILLS & ABILITIES REQUIRED Proficient in Microsoft Office suite of products. Ability to interpret customer data and apply insights to improve account outcomes. Strong interpersonal and communication skills, with a customer-first mindset. Demonstrates emotional intelligence, empathy, and ownership in problem-solving. Skilled in active listening and consultative engagement to uncover customer needs. Builds trust-based relationships and delivers personalized customer experiences. Results-oriented with resilience and ability to navigate 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