Customer Success Manager

Customer Success Manager Truemed is building the payment infrastructure for better health. Our platform helps qualified consumers to use HSA/FSA funds on eligible health and wellness purchases while helping merchants unlock a powerful new growth channel through compliant eligibility and substantiation workflows. By removing the complexity around eligibility, compliance, and reimbursement, Truemed allows partners to offer seamless HSA/FSA purchasing experiences directly within their checkout flows. As Truemed scales, we are expanding the technical capabilities that power these integrations across ecommerce, payments, and healthcare systems. Truemed's merchant network is growing rapidly across health and wellness verticalsfitness equipment, supplements, nutrition, recovery, sleep, and beyond. Each merchant that launches with Truemed needs hands‑on guidance through onboarding, activation, and ongoing optimization to unlock the full value of HSA/FSA purchasing for their Customers. The Customer Success Manager is the merchant's primary partner at Truemed. This role ensures that partners are onboarded efficiently, activated successfully, and supported with the data, campaigns, and co‑marketing strategies that drive transaction volume and long‑term retention. As Truemed's merchant base scales, this role becomes the foundation of our partner experience. We are hiring a Customer Success Manager to own and grow a portfolio of Truemed merchant partners. You will manage the full merchant lifecycle from onboarding and technical activation through ongoing engagement, co‑marketing support, and performance optimization. Your portfolio will include a mix of mid‑market and growth‑stage health and wellness brands that are integrating Truemed into their checkout flows to accept HSA/FSA Payments. Day‑to‑day, you will be the primary point of contact for your merchants. You will guide them through implementation, coordinate co‑marketing efforts with Truemed's growth marketing team, analyze performance data to identify growth opportunities, and ensure every partner is set up to drive meaningful HSA/FSA transaction volume. This role reports to the Head of Customer Success and works cross‑functionally with Sales, Marketing, Growth, Product, and Solutions Engineering. You will collaborate closely with the Sr. CSM team on shared playbooks, processes, and best practices. This is a hands‑on role for someone who is organized, analytical, and genuinely passionate about helping merchants succeed while finding the next Truemed's growing revenue opportunities. If you are excited to work with health and wellness brands, own partner relationships, and directly impact merchant growth we want to hear from you. Own a portfolio of Truemed merchant partners across health and wellness verticals, managing the full lifecycle from onboarding through ongoing optimization. Serve as the primary point of contact for your merchants, building strong relationships with key stakeholders and providing responsive, high‑quality support. Partner with Truemed's growth marketing team to develop and execute co‑marketing initiatives that drive consumer awareness and HSA/FSA adoption on merchant sites. Analyze merchant performance data, transaction volume, conversion rates, campaign results to identify optimization opportunities and build data‑driven growth plans. Proactively monitor merchant health across your portfolio, identifying risks early and developing action plans to improve engagement and retention. Manage multiple merchant accounts simultaneously, staying organized across onboarding timelines, campaign launches, and ongoing check‑ins. Collaborate cross‑functionally with Sales, Product, Solutions Engineering, and Growth to resolve merchant issues and surface product feedback. Identify expansion opportunities within your portfolio, additional product lines, deeper co‑marketing commitments, new use cases. Contribute to the development of scalable CS processes, playbooks, and templates that improve efficiency and consistency across the team. In this role, success means: Partner engagement is high; merchants are responsive, participating in co‑marketing initiatives, and actively growing their HSA/FSA transaction volume. You are consistently identifying and acting on optimization opportunities using performance data. Merchant retention across your portfolio is strong, with partners viewing Truemed as a valuable growth channel. Cross‑functional teams receive timely, actionable feedback from your merchant interactions. You are contributing to scalable CS processes that improve the team's ability to serve a growing merchant base. A relationship builder who earns trust quickly and communicates with clarity and warmth. Organized and detail‑oriented; you can manage a portfolio of accounts without letting things slip through the cracks. Analytical; you are comfortable working with data, building reports, and translating metrics into actionable insights. A proactive problem‑solver who takes ownership of merchant issues and follows through to resolution. An effective communicator who can engage with merchant teams, brief internal stakeholders, and present performance updates with confidence. Collaborative; you thrive in cross‑functional environments and enjoy working across Sales, Marketing, Product, and Engineering. Comfortable in a fast‑paced startup environment where priorities shift and ownership is expected. Mission‑driven; you believe in what Truemed is building and want to help merchants and consumers benefit from it. 3‑4+ years of experience in Customer Success, Account Management ideally in e‑commerce, DTC, marketplace, or SaaS. Experience managing a portfolio of merchant or brand partner accounts through activation and ongoing engagement. Strong analytical skills; comfortable working with performance data, spreadsheets, and reporting tools to inform decisions. Excellent written and verbal communication skills. Demonstrated ability to manage multiple accounts and competing priorities with strong organizational skills. Experience working cross‑functionally with Sales, Marketing, Product, or Engineering teams. Track record of building strong partner or client relationships that drive retention and growth. Experience in health and wellness, fitness, nutrition, or supplement verticals. Background in fintech, healthtech, or regulated/compliance‑driven workflows (HSA/FSA experience is a plus). Familiarity with e‑commerce platforms (Shopify, etc.) and payment infrastructure. Experience with CRM tools (HubSpot) and analytics platforms (Omni, Looker, Tableau). Experience supporting or executing co‑marketing campaigns with partners. Comp and equity in the top decile for Series A startups. Comprehensive medical, dental, and vision insurance with employer sponsored HSA contributions. 401(k). Unlimited PTO. Coworking stipend. L&D Stipend. 2x/year company offsites and 2x/year team offsite. Los Angeles preferred / SF / Austin // Hybrid. #J-18808-Ljbffr