Lead Customer Success Manager - Payments-2

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.