Jacob Shattuck

Senior Customer Success Manager

Truv

Feb 2026 - Current (9 months)

• Owning day-to-day relationships for 60 accounts, Mid-Market and Enterprise level (post-sale, including onboarding, training, implementation, and expansion planning). Account Value $3M ARR
• Leading end-to-end client onboarding and out-of-the-box product implementation including Encompass and LOS/POS integrations, collaborating with cross-functional teams (Sales, Product, Engineering) to ensure seamless go-lives and optimized customer adoption.
• Serving as primary point of contact for escalated issues, delivering responsive support and proactive success planning.
• Developing and conducting tailored training sessions to drive user adoption and self-sufficiency across customer teams.
• Partnering closely with the client

Customer Success Manager

Truv

Feb 2025 - Current (1 year 9 months)

P

Payment Services ISO Specialist (Account Manager)

Jun 2024 - Feb 2025 (9 months)

• Account Management for key merchant card services relationships with identified Independent Sales Organizations (ISOs). The primary point of contact and liaison between payments underwriting/risk team and identified sponsored ISO Partnerships.
• Assisting with sponsor implementations with the processor, service provider, and card brands.
• Collaborating with business partners including the payments underwriting/risk team to investigate and identify risk/fraud for merchants.
• Building a partnership to achieve growth and retain a positive relationship between client and bank as we net thousands of merchants through their business.
• Assisting with technical builds, installation, and training of merchant accounts.
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Customer Success Manager

Carrot Fertility

Sep 2022 - Nov 2023 (1 year 3 months)

• Actively managed relationships with a book of 35 new and existing Carrot customers.
• Worked strategically with champions to best satisfy their needs to become a celebrated and continuing component of their benefits offering.
• Helped to drive retention through multi and single-year renewals, increase member engagement, and maintain high levels of customer satisfaction.
• Oversaw Zendesk ticketing system processes.
• Implemented 10 Clients through the onboarding process and through the launch of benefits to assist the implementation team during peak season.
• Utilized Ironclad to complete contract renewals and expansions.
• Processed utilization reporting for clients through Catalyst, Salesforce, and Domo dat

Customer Success Associate

Ocrolus

Nov 2021 - Oct 2022 (1 year)

Ocrolus is a document automation platform that powers the digital lending ecosystem, automating credit decisions across fintech, mortgage, and banking. The company provides document analysis infrastructure to customers like PayPal, Brex, SoFi, and Plaid, and has raised over $100 million from blue-chip fintech investors. Ocrolus enables financial services firms to make high quality decisions with trusted data and unparalleled efficiency.

CXA

Robinhood

Apr 2021 - Nov 2021 (8 months)

• Delivered an outstanding customer experience for customers through email, chat, and phone channels while utilizing Salesforce throughout the process.
• Drove continuous improvement to delight customers by acting as the voice of the customer by identifying and communicating improved ways to serve customers.
• Solved complex customer problems regarding banking, investing, and cryptocurrency to enhance user experience.
• Analyzed customer experience surveys to improve cx experience with our products.

P

Business Development Representative

Payfactors

Oct 2020 - Apr 2021 (7 months)

- Generated new opportunities through outbound calls and email campaigns. - Performed 80-125 calls per day to Director and VP level contacts. -Prospecting client's through Sales Navigator, and Zoominfo. - Collaborated and share best practices with colleagues on the Inside Sales team. - Maintained up-to-date customer and prospect information in Salesforce.com.

P

Sr. Enterprise Business Development Representative

Payfactors

Oct 2020 - Apr 2021 (7 months)

• Perform 100+ calls per day to Director, VP, and C-Suite level contacts.
• Prospect and source accounts and contacts on LinkedIn Sales Navigator, and Zoominfo.
• Utilize and update Salesforce throughout the process.
• Booking qualified meetings with Enterprise level accounts.
• Use Salesloft, LinkedIn, and email campaigns to connect with prospects.

Marketing And Promotions

Harvard University

Dec 2018 - May 2020 (1 year 6 months)

• Achieved an increase in engagement and attendance using the SuperFanU platform for all athletic events at the university.
• Developed and implemented marketing plans; creating and executing promotions for all 42 Varsity programs.
• Assisted in game-day planning, set up/ breakdown of promotions; creation and distribution of marketing collateral.
• Built community relations through engagement on social media networks, and event marketing.

Athletic Department Assistant

Lesley University

Jan 2018 - May 2020 (2 years 5 months)

• Managed games and events through various athletic game-day roles.
• Educated members on the offerings of the fitness center while handling the front desk.
• Promoted events through social platforms for the department (Facebook, Twitter, Instagram)

B

Baseball Instructor/ Counselor

Jul 2015 - May 2019 (3 years 11 months)

• Lead training operations and drills.
• Coach teams with players aged 12-17
• Assist in facility cleanliness and maintenance.
• Assist in facility set-up, including programs, camps, clinics, team practices, and lessons based on baseball operation’s needs.
• Assist in program development, team development, and curriculum for practices.

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Jacob Shattuck

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