Sr. Customer Success Manager

Goal for this Role

The primary objective of this role is to ensure that our marquee interventional health brand partners such as Peloton, ARMRA, and Sleep Number are not only successfully onboarded onto the Truemed platform but also positioned for long-term growth. Onboarding involves setting up these merchants to seamlessly accept HSA and FSA dollars from customers, ensuring a smooth and efficient implementation process. However, success does not stop at activation. This role is equally focused on maximizing revenue and engagement by helping partners fully leverage Truemed’s capabilities over time.

To achieve this, the role works closely with Truemed’s growth marketing team to develop co-marketing initiatives that drive customer awareness and adoption of HSA and FSA payment options. It also involves creating data-driven campaigns designed to boost transaction volume and merchant ROI while continuously analyzing performance to identify opportunities for optimization. This cross-functional partnership ensures that each merchant’s success is not only launched effectively but is also sustained and scaled through targeted marketing, ongoing analytics, and strategic collaboration.

Outcomes for this Role

• Successfully Onboard New Merchants
  
  

The role begins with successfully onboarding new merchants by leading the end-to-end Truemed implementation for high-impact merchant partners. This includes ensuring that technical integration and marketing activation are seamless while setting each partner up for long-term success through a strategic onboarding process. By collaborating closely with the growth marketing team, the role helps design and launch campaigns that maximize awareness and adoption of Truemed’s offerings from day one.

• Be Merchant Obsessed
  
  

Once onboarded, the focus shifts to being fully merchant-obsessed, providing white-glove service to our most impactful customers. This means continuously educating merchants on best practices, gathering feedback to inform both product and marketing improvements, and building deep, trust-based relationships that drive value and long-term loyalty. A strong partnership with growth marketing ensures that merchants receive ongoing campaign support and optimization to keep driving engagement and performance.

• Drive Revenue Growth
  
  

Finally, the role plays a critical part in driving revenue growth by proactively identifying and executing creative, revenue-generating opportunities across the merchant portfolio. It involves managing multiple high-priority accounts simultaneously, balancing growth strategy, marketing initiatives, and operational execution. Acting as a trusted advisor, the role ensures not only smooth implementation but also sustained business success through close alignment with growth marketing and cross-functional teams.

Values We’re Looking for

• Mission Enthusiasm: Passion for putting metabolic habits at the center of health.
• Intelligence & Growth Mindset:
• Learns quickly and absorbs new information.
• Understands personal strengths and weaknesses—knows when to ask for help vs. act autonomously.
• Prefers working with fewer high-caliber people rather than managing a large mediocre team.
• Critical Thinking:
• Thrives in ambiguity, quickly understands objectives and executes effectively.
• Never uses “because I was told to” as a reason to do something that doesn’t make sense.
• Proactivity:
• Acts without being told; brings new ideas and opportunities to the company.
• Flexibility/Adaptability:
• Focused on achieving the mission, not being “right.”
• Responds constructively to setbacks and feedback.
• Adjusts quickly to changing priorities and understands sunk costs are sunk.
• Openness to Criticism & Ideas:
• Reacts calmly to feedback with a mindset of continuous improvement.
• Gives feedback candidly with the goal of reaching the right answer for the mission.
• Communication:
• Speaks and writes clearly and persuasively
• AI-Driven Mindset: Is comfortable and excited about the applications of AI and how they can drive scale and efficiency in the world of account management.
  
  

Qualifications

• Exhibits autonomy and maturity with a strong eagerness to create the best possible merchant experience in health and wellness
• No strict education or experience requirements, though a demonstrated history of successful execution is strongly preferred
• Backgrounds that could be a strong fit include early-stage startup executives, business development professionals, sales operations leaders, consultants, or individuals with finance experience
• Proven ability to work cross-functionally and communicate effectively with both internal teams and external partners
• Strong analytical skills and comfort with data-driven decision-making
• Ability to manage multiple projects simultaneously and thrive in a fast-paced environment
• Experience in growth marketing, partner success, or strategic account management is a plus
• Familiarity with health, wellness, or fintech industries is highly valued
• Hungry, hardworking, and excited to take ownership of outcomes that directly impact company growth
• Adaptable and resourceful, with a willingness to learn quickly and solve problems creatively