Truemed

Title: Customer Success Manager Location Los Angeles, San Francisco, Austin Employment Type Full time Department Go to Market Job Description: About Truemed 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. Why This Role Matters Truemed’s merchant network is growing rapidly across health and wellness verticals— fitness 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. About the Role 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. What You’ll Do - 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 What Success Looks Like 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 Who You Are - 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 Qualifications - 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 Nice to Haves - 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 benefits - 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 Location - Los Angeles preferred / SF / Austin // Hybrid

About the Role We are hiring a Senior Solutions Engineer to serve as the technical liaison in our sales process — from the first pre-sales call through partner launch. You will be embedded in the sales cycle as the technical expert — joining pre-sales calls, scoping integrations, running technical discovery, and staying with the deal all the way through to a successful partner launch. You'll work closely with Sales, Partnerships, Customer Success, Product, and Engineering. This role is the connective tissue between Sales and successful customer launches — and a key driver of Truemed's ability to close and onboard partners at scale. You are the bridge between a prospect's technical team and Truemed's product — making integration feel simple, predictable, and low-risk. When a deal has a technical question, you answer it. When a partner is ready to build, you guide them. When they're ready to go live, you make sure it happens cleanly. This role reports to the Director of Solutions Engineering and sits at the center of Truemed's GTM organization. You will partner closely with Revenue Ops, Product, and Engineering teams to ensure customers and partners have a best-in-class technical buying and integration experience. Truemed integrations span payment processors (Stripe, Adyen), ecommerce platforms (Shopify), and custom API-based implementations. You will be the technical expert prospects and partners turn to throughout this process — from first demo to final QA before go-live. If you love being the technical expert in a room full of sales conversations, and you get satisfaction from seeing a partner go live on something you helped design and scope — this role is for you. What You’ll Do - Own the technical relationship from first pre-sales call through partner go-live, serving as the primary technical point of contact for prospects and partners throughout the sales cycle - Lead technical discovery calls with prospects — understanding their existing stack, integration requirements, and technical constraints to design the right solution - Run product demos and technical presentations tailored to each prospect's use case, clearly articulating how Truemed's integration works and why it's the right fit - Serve as the technical voice in the room during sales cycles — handling objections, answering security and compliance questions, and de-risking deals before they stall - Scope and document integration plans for each new partner — producing clear, actionable technical specs that set the implementation team up for a fast, clean launch - Drive launch readiness — coordinating with partners, internal Engineering, and Customer Success to confirm technical milestones are met before go-live - Identify and flag integration risks early in the sales cycle so deals close with a clear, realistic implementation plan — not surprises post-signature - Partner closely with Account Executives throughout the sales cycle — aligning on deal strategy, prepping for technical calls, and ensuring the right technical narrative is in front of each prospect - Continuously improve the pre-sales-to-launch process — identifying bottlenecks, building templates, and creating repeatable patterns that speed up time-to-live - Own the pre-sales-to-launch handoff — creating documentation, briefing the implementation team, and ensuring nothing falls through the cracks between deal close and go-live - Build and maintain reusable integration playbooks, demo environments, and pre-sales assets that make it faster to move deals from technical discovery to signed contract - Act as the go-to technical resource for Sales and Partnerships — so they can always put a confident technical expert in front of a prospect or partner - Feed insights from the sales cycle back to Product and Engineering — surfacing recurring integration friction, feature gaps, and partner needs that inform the roadmap Why this Role Matters The Senior Solutions Engineer is the primary technical liaison throughout the sales cycle and into launch. From the first technical conversation with a prospect to the moment a partner goes live, this person owns the technical relationship — answering integration questions, designing solutions, and ensuring a smooth handoff to implementation. Without a strong pre-sales technical presence, deals stall on integration questions, timelines slip, and partners launch with preventable issues. This role exists to eliminate that friction — ensuring every prospect gets a confident technical answer and every new partner launches successfully. As Truemed scales, we need someone who can be the technical anchor for our go-to-market team — showing up early in the sales cycle, staying engaged through contract close, and driving a clean, confident launch. What Success Looks Like In this role, success means: - Sales and Partnerships always have a confident technical expert to bring into a deal — you are that person - Prospects get their technical questions answered quickly and accurately — deals no longer stall on integration uncertainty - New partners launch faster and with fewer surprises — integration plans are clear and complete before contracts are signed - Technical win rates improve — your involvement in deals meaningfully increases the likelihood of a close - The handoff from pre-sales to implementation is smooth — your documentation and prep mean the launch team hits the ground running - You've built a library of reusable pre-sales assets — demos, integration guides, FAQs — that make it faster for the whole team to sell and onboard - Product and Engineering have a clear window into what's blocking or slowing deals — because you're consistently surfacing what you hear in the field - Truemed has a reputation as a technically credible, easy-to-integrate partner — and you're a core reason why Who You Are - Someone who creates structure out of ambiguity and finds efficient, repeatable ways to solve complex technical problems - A collaborative team player who shares knowledge generously, mentors peers, and helps raise the technical bar across the team - Commercially minded — you understand the sales motion and know how to move a deal forward technically without losing the business context - Credible with technical buyers, business stakeholders, and internal executives alike - Comfortable going deep in APIs, integrations, workflows, and data flows while translating complexity into clear business recommendations - Highly organized and metrics-driven, with strong instincts for prioritization, inspection, and operational excellence - Energized by the pre-sales process — you genuinely enjoy being in front of prospects, owning the technical conversation, and helping close deals - Comfortable operating in a high-growth startup environment where speed, ownership, and adaptability are critical - Willing to be hands-on when needed, especially in a scaling environment Qualifications - 5+ years in Solutions Engineering, Sales Engineering, Solutions Architecture, Partner Engineering, Technical Account Management, or related customer-facing technical roles - Demonstrated experience owning the technical sales process — from pre-sales discovery and demos through integration scoping and partner launch - Strong technical fluency with APIs, webhooks, JSON, system integrations, and data flows Experience supporting complex integrations across payments, ecommerce, or platform infrastructure - Proven track record of improving technical win rates, shortening time-to-launch, or reducing post-sales integration issues - Experience working cross-functionally with Sales, Partnerships, Product, Engineering, and Customer Success - Strong executive communication skills with the ability to translate technical complexity into clear business recommendations - Experience creating pre-sales collateral and integration documentation — proposals, architecture diagrams, integration guides, technical FAQs - Strong operational instincts around forecasting, pipeline inspection, and identifying deal risk early Preferred - Experience in fintech, healthtech, healthcare infrastructure, ecommerce, or payments - Familiarity with regulated or compliance-driven workflows is a plus Logistics - Location: Los Angeles / SF / Austin preferred // Remote-available About Truemed 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. Comp and benefits - 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 - Based in San Francisco, Los Angeles, or Austin - Coworking stipend - L&D Stipend - 2x/year company offsites and 2x/year team offsite

• Detect, triage, and respond to fraud attacks (e.g., card testing, account takeover, refund/chargeback abuse, synthetic identity) using internal and external tools • Own incident response for risk events: contain, investigate, document, and drive remediation; participate in on-call/escalation coverage as needed • Perform high-judgment investigations and make consistent allow/deny/hold decisions for transactions, accounts, and partner activity • Build decision frameworks and escalation paths that balance fraud loss, customer experience, and regulatory/compliance constraints • Own dispute operations end-to-end, including monitoring and responding to dispute inquiries/alerts, customer communications, evidence gathering, representment submission, and deadline management • Maintain clean case notes and audit trails; ensure timely, accurate responses that maximize win rate while minimizing customer friction • Analyze dispute reason codes and inquiry drivers; implement prevention tactics to reduce repeat disputes and friendly fraud • Define and track core risk metrics (fraud loss, net loss, chargeback rate, approval rate, manual review rate, false positives, backlog health) • Build reporting and propose/implement controls: velocity rules, blocklists/allowlists, step-up verification, 3DS/issuer strategy and policy updates • Work closely with Product/Engineering/Data to translate patterns into tooling and product changes • Manage external relationships as needed (processors/acquirers, fraud vendors, card networks/issuers) and drive to underlying fixes, not just band-aids

• Own the end-to-end merchant experience: from developer onboarding and API integration through payment operations, revenue reconciliation, dispute management, and merchant dashboards • Own the developer platform roadmap: API design, documentation, sandbox environments, and integration tooling • Partner with engineering to design and ship platform integrations • Serve as the voice of the merchant — synthesizing feedback from sales, merchant support, and direct merchant conversations • Define success metrics for merchant health • Navigate the intersection of payments infrastructure and compliance requirements • Drive cross-functional alignment across sales, customer support, and engineering

• Drive revenue growth and build lasting client relationships • Identify and generate strategic opportunities • Manage full-cycle sales and expand revenue