About TrueLoyal
TrueLoyal is a fast-growing SaaS product company headquartered in San Antonio, Texas, with offices in Kraków, Poland. TrueLoyal offers a leading loyalty rewards platform that helps global brands launch holistic loyalty programs, combining technology with deep data analytics and ongoing strategy consultation to unlock multiple dimensions of loyalty: transactional, social, advocacy, engagement, behavioral and emotional. The platform is used by thousands of customers across 50+ countries.
You own the customer from the moment the contract is signed to the moment their loyalty program is verifiably live and handed to a Customer Success Manager. That means you run the project, you design the program with the client, and when the loyalty widget does not render or the webhook does not fire, you are the one who figures out why before anyone escalates.
This is deliberately a hybrid role. Roughly 60% technical project management, 25% front-end and integration deployment, 15% consultative program design. A pure project coordinator will not survive it, because the hard parts of our launches are technical. A pure engineer will not enjoy it, because the job is won and lost in client conversations. We are looking for the person in the middle: someone who can hold a difficult conversation with an enterprise stakeholder in the morning and open the browser console to reproduce their authentication bug in the afternoon.
You will not be writing production code in our platform. You will be the person who makes our platform work on the customer's stack. Concretely, and on a normal week:
You will have Engineering, Solutions Architecture and Technical Support behind you and you are expected to use them. What we need is that you are never stuck, and that you can explain to a customer what was changed on their account and why, in their language, without a developer in the room.
Onboarding is the most visible reporting surface in Customer Success. Leadership, Sales, Product and Engineering all read what this team publishes, so the writing matters as much as the work.
- What success looks like
- First 30 days: you have taken over a live book of accounts, every one has a current dated plan, and you have run your first client status calls and written your first weekly updates unaided.
- First 90 days: you have launched at least two programs, you are diagnosing integration issues yourself before escalating, and your accounts' launch dates are trusted internally.
- First 180 days: your on-time launch rate against first committed dates is improving, your forecast accuracy is measurable, and you have shipped at least one durable improvement to the onboarding process itself.
What you will bring
Essential
- 3+ years owning enterprise B2B SaaS implementations, technical onboarding or technical project management, carrying multiple concurrent accounts rather than one large program.
- A genuine project management practice. You build dated plans, maintain them, manage dependencies and communicate slippage with a cause and an owner. Whether you learned this formally or on the job matters less than that you actually do it.
- Hands-on technical troubleshooting ability. You are comfortable in browser developer tools, you can read and place a JavaScript integration snippet, interpret a console or CORS error, read a JSON payload, test an API call, and reason about an authentication flow. You do not need to be a software engineer, and you will have Engineering, Solutions and Support to lean on. You do need to be the kind of person who investigates before escalating.
- Practical experience integrating a SaaS product with eCommerce platforms (i.e: Shopify, Magento, Netsuite, BigCommerce or similar) and at least one CRM, ESP or marketing automation platform.
- Experience with customer data migrations: file formats, field mapping, validation.
- Excellent written and spoken English, strong enough to own executive-level and client-facing written communication without review.
- A stable work history, typically two or more years per role. This is not a role for frequent movers, because our launch cycles run for months and our clients notice when the owner changes.
Strong plus
- Loyalty, rewards, referral or user-generated content programs.
- Multi-brand, multi-storefront or multi-currency deployments.
- SSO and identity integration exposure (SAML, OAuth, Okta).
- POS or ERP integration experience.
- Comfort using AI tooling as part of daily delivery and reporting work.
- Experience presenting a business case to executive stakeholders.
This role is probably not for you if
- You want to coordinate status without forming a technical opinion.
- You want to write code all day.
- You need a fully documented, stable environment to be effective. We are moving quickly and some of the answers do not exist yet.