25 days old

Customer Success Manager

True Fit
Boston, MA 02109
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Who We Are

At True Fit, we believe when it comes to fashion, it's all about the details.

True Fit's personalization platform is strategically leveraged by 250 global retail sites, representing 17,000 brands and 175 million registered users. Since 2010, we have built the world's largest data collective connecting consumers with apparel and footwear they will love and keep.

As our data collective continues to grow, so does our team! Let's disrupt this $3 trillion industry together.

True Fit, named a Top Place to Work, is looking for a Customer Success Manager to work remotely or in our Boston Office.

Customer Success Manager


  • Owns a book of business which may include some strategic accounts
  • Ensure that customers derive maximum value from their investment in True Fit, utilizing all contracted solutions
  • Primary ownership and accountability for ensuring customer growth, satisfaction, and retention within the assigned accounts, which will include a small number of complex and high-value strategic clients.
  • Build, maintain and execute account plans for each assigned account and coordinate appropriate internal XF collaboration for execution.
  • Develop strong relationships with all key decision makers and influencers across individual accounts, from e-commerce to data science and merchandising teams.
  • Identify, develop, and recognize new opportunities for expanding your customers committed revenue.
  • Uncover and mitigate any risk that threatens your clients' growth, satisfaction, or renewal; conceive and execute risk mitigation plans through the Pulse and Scorecard process.
  • Own all primary Customer communication and resolve escalations with autonomy related to the services provided by True Fit
  • Collaborate effectively with the Sales organization to identify new opportunities and assist in closing incremental revenue and secure long-term renewals
  • Ensure ongoing adoption by the customer of the True Fit feature set
  • Build a solid base of referenceable customer contacts within your assigned portfolio


  • You are a clear, confident and compelling communicator in writing, in conversation and in front of an audience
  • You are a planner - able to identify key deadlines, goals and plan in advance to get what you need for success
  • You have the ability to ruthlessly prioritize, manage stakeholder expectations, and ensures all key objectives and timelines are met
  • You are resourceful, scrappy and creative if a playbook doesn't exist yet, you go figure it out and build it for the whole team to use
  • You are confident in technical conversations hearing API doesn't make you run and hide
  • Adept at moving quickly between low-level execution and high-level strategic thinking and organization
  • A passion for solving business problems with creativity, empathy, and pragmatism
  • Excellent interpersonal skills you build trusted relationships with both customers and colleagues
  • Strong attention to detail
  • You live for your teammates and care deeply about the team's culture and shared principles, challenging and supporting one another every day, treating everyone with respect, and celebrating how each person's unique background, experience and ideas make us all better individually and as a whole

Why True Fit?

One size does not fit all in what you wear or your True Fit career. Everyone at True Fit has the opportunity to push their professional boundaries, while balancing personal ambitions.

Together we've built a tight-knit culture that's reflected in our Glassdoor reviews; Great people, cool product refreshing place to work everyone actually works together like a team, employees are all pro-active and genuinely take pride in their work growth potential plus culture management is approachable, mindful of their people opportunity to learn/work on new technology you are an integral part of the success of the company the work you are doing everyday really matters and makes a difference managers provide autonomy and trust you really innovative company, open to share ideas to make a better product great culture with the right vision.

We believe that how we dress is an expression of who we are and the confidence we feel. As an EEO employer, we work to help all team members experience an inclusive, diverse and accepting work environment, so you can be True To You.

Preferred Qualifications:

  • 3-4 years of professional experience, in SaaS/enterprise software Account Management or Client Services managing portfolios of recurring revenue
  • Digital Commerce industry experience and knowledge. An understanding of the retail landscape is beneficial.
  • Exposure to the development, execution, and overview of account plans
  • Exposure to B2B SaaS models from the vendor side
  • Demonstrated experience in identifying and mapping the customer org structure with ability to bridge turnover at any level of the organization
  • Experience working with distributed, co-located teams required
  • Excellent verbal and written communication and in-person and virtual presentation skills
  • Ability to work independently and to collaborate effectively across functions as part of a team in a matrixed environment
  • Success working in a fast-paced, dynamic and creative environment with a rapidly growing company
  • Bachelors' degree in a related field required
  • Must be able to travel domestically and internationally up to 25% of the time
  • A passion for solving business problems with creativity, empathy, and pragmatism

Posted: 2020-09-29 Expires: 2020-10-31

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Customer Success Manager

True Fit
Boston, MA 02109

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