Strategic Customer Success Manager

Are you ready to embark on a career that truly affects people around the world?

Trulioo invites you to be a catalyst for change in the dynamic realm of digital identity verification. As the global front-runner in our industry, we are redefining how businesses grow, innovate and comply online.

Picture yourself at the forefront of innovation, contributing to our award-winning platform that enables organizations worldwide to quickly onboard customers, optimize costs and combat fraud. Fueled by Silicon Valley support, Trulioo stands as the trusted platform that can verify more than 5 billion people and 700 million business entities spanning 195 countries.

But Trulioo is more than a tech company. We are a united force of dedicated experts committed to establishing trust online - and we’re proud to be recognized as a BC Top Employer for the second consecutive year, reflecting our commitment to an inclusive, collaborative, and people-first workplace.

Headquartered in Vancouver and with strategic hubs in San Diego and Dublin, we foster a culture of collaboration and open communication. Our offices support a hybrid model and staff typically work three days per week at a hub location.

Join us where excitement meets innovation and contribute to a world where trust and technology unite.

What We Offer

• Comprehensive Benefits: We provide a robust benefits package for full-time, permanent employees, including health, dental, and vision coverage, retirement plans with company match, paid time off, parental leave, and an annual education & training stipend (equivalent to $1,000 in local currency).
• Flexible Hybrid Working Environment: Our offices are designed to support both collaboration and flexibility. Enjoy weekly lunches, quality coffee, and regular social events.
• Wellness: We care about your well-being. Team members have access to wellness workshops and events, as well as a complimentary Headspace subscription to help you stay focused, grounded, and energized.
• Employee Resource Groups: Belonging is an important part of doing your best work. Our ERGs provide an inclusive space, support and community for employees of diverse backgrounds and allies.

POSITION SUMMARY

Reporting to the Director, Customer Success, the Strategic Customer Success Manager plays a pivotal role in maintaining and growing customer health and revenue by aligning customer needs, product capabilities, and evolving use cases.

WHAT YOU'LL BE DOING

• Act as the primary contact for Trulioo's largest customers, owning day-to-day engagement and the creation and execution of each customer's success plan.
• Lead high-stakes customer engagements, independently resolving complex challenges and escalations while ensuring stakeholders are aligned and well briefed.
• Drive use of Trulioo's full product suite while consistently achieving high NPS and customer satisfaction.
• Be the voice of the customer across your book of business to influence roadmap and strategy.
• Provide strategic analysis and critical thinking to plan long-term expansion, and own upsell initiatives across each customer's deployment.
• Mentor and advise the CSM team, enabling skill development and mastery of the CSM playbook.
• Embody Trulioo's core values as a respected and trusted internal and external brand ambassador.
• Leverage AI and emerging technologies to improve productivity, streamline workflows, and identify opportunities for continuous improvement while ensuring the responsible, secure, and compliant use of AI tools.
• Use AI to analyze usage trends and customer health data and to prepare account plans and QBR materials, verifying every output against source data before it reaches a customer, and share the workflows that work with the CSM team.

WHAT YOU'LL BRING

• Post-secondary degree or equivalent combination of education and experience.
• 7+ years of customer success, account management, or related B2B SaaS experience, ideally in compliance, fintech, financial services, or e-commerce.
• Proven ability to develop strategic relationships by becoming a trusted advisor to each customer, focused on customer outcomes and business value from Trulioo.
• Strong stakeholder management skills across both customer and internal executive teams.
• Exceptional presentation, negotiation, and communication skills across executive and technical audiences, including the ability to deliver impactful external presentations and webinars.
• High achievement orientation with a strong work ethic, responsiveness, and a customer-first mindset.
• Proven track record managing multi-million-dollar enterprise customers, driving adoption, retention, and revenue growth, with demonstrated success in complex SaaS expansion and executive-level relationships.
• Experience leading cross-functional strategic initiatives with measurable impact on company direction and revenue.
• Strong identity and compliance expertise, with the ability to discuss onboarding, KYC, fraud prevention, and user experience, and industry experience in compliance, identity, fintech, AML/KYC, or other financial and regulatory environments.
• Proficiency analyzing data and translating insights into business outcomes.
• Experience with the following tools/technology: Excel or BI tools.
• Working fluency using AI in your own account management workflow, with a repeatable process and a habit of verifying output before relying on it, plus experience introducing a shared workflow or template that other team members use, and sound judgment on where AI should not touch confidential customer data.