About TRUCE Family
TRUCE Family helps families, schools, and communities build healthier relationships with technology. Through education, tools, and intentional screen-use practices, we support students and caregivers in navigating digital life together. We partner with schools, districts, and organizations to drive meaningful behavior change and long-term impact.
About the Role
We are looking for a hybrid Implementation & Customer Success Manager to own the onboarding, rollout, and ongoing success of TRUCE Family customers. This hybrid role combines hands-on implementation with ongoing customer success ownership, while also helping develop, document, and scale our onboarding and activation processes as TRUCE Family grows.
You will be a trusted partner to school administrators, educators, counselors, and family-facing organizations, guiding them through kickoff, adoption, renewal, and expansion.
This is a fully remote position. The role reports to the Head of Customer Experience.
Key Responsibilities
Implementation & Onboarding
- Own, plan, and guide the end-to-end rollout of TRUCE Family for new customers
- Serve as the primary point of contact during the implementation and activation phase
- Lead kickoff calls, define implementation plans, and manage timelines to launch
- Coordinate account setup, training delivery, and launch readiness
- Partner closely with internal teams (Sales, Product, Engineering, Content) to ensure a smooth customer experience
- Training & Enablement
- Deliver live and virtual training sessions for administrators, educators, counselors, and families
- Adapt onboarding and training approaches for different audiences and technical comfort levels
- Develop and improve onboarding materials, guides, and best practices
Customer Success & Relationship Management
- Own the customer relationship post-implementation through adoption, engagement, renewal, and growth
- Conduct regular check-ins and success reviews to align on goals and outcomes
- Monitor customer health and proactively address adoption or churn risks
- Identify opportunities for expansion, additional programs, or deeper engagement where appropriate
Process Development & Documentation
- Design, document, and codify TRUCE Family's onboarding and implementation processes
- Create scalable playbooks, workflows, and templates to support consistent customer launches
- Continuously improve onboarding processes based on customer feedback and outcomes
- Partner with internal teams to ensure processes are clear, repeatable, and aligned across the organization
Customer Advocacy & Feedback
- Act as the voice of the customer internally, sharing insights to inform product and program improvements
- Gather feedback from customers and translate learnings into scalable improvements
- Build trusted advisor relationships focused on long-term impact and success
Why This Role Matters
This role is critical to the success of TRUCE Family customers. You will ensure that schools and organizations don't just launch TRUCE Family, but fully adopt it, see real impact, and continue the partnership over time.
Benefits & Perks
- Competitive salary with performance-based incentives
- Medical, dental, and vision insurance
- 401(k) with company match
- Paid time off, holidays, and float days
- Fully remote work environment
- Professional development and career growth opportunities
Equal Opportunity Statement
TRUCE Software is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage individuals of all backgrounds to apply, including women, minorities, veterans, and persons with disabilities.
